Jira Service Management Engineer (Sales & Marketing)

Position Summary

We are looking for an experienced Jira Service Management Engineer to support the implementation and configuration of JSM solutions for the Sales & Marketing organization.

The role will work closely with business stakeholders to understand their requirements, design appropriate Jira/JSM solutions, and configure the platform to support business processes and service management needs.

Responsibilities

• Engage with Sales & Marketing stakeholders to understand business requirements.

• Analyze existing processes and translate requirements into Jira/JSM solutions.

• Configure Jira Service Management projects, workflows, request types, forms, queues, SLAs, and portals.

• Develop and maintain Jira automation to streamline business processes.

• Configure permissions, roles, notifications, screens, and issue types.

• Build and optimize JSM service request workflows based on business requirements.

• Perform testing and support UAT and production deployments.

• Troubleshoot Jira/JSM configuration and workflow issues.

• Maintain technical and functional documentation.

• Recommend improvements and Jira/JSM best practices to stakeholders.

• Collaborate with other Jira, ITSM, and technology teams when required.

• Provide ongoing support and enhancements to the Sales & Marketing JSM environment.

Required Experience

• 4–7+ years of experience working with Jira/Jira Service Management.

• Strong hands-on experience in JSM configuration and administration.

• Good knowledge of Jira workflows, schemes, issue types, screens, permissions, and notifications.

• Strong experience with JSM request types, forms, queues, SLAs, portals, and automation.

• Experience gathering requirements directly from business stakeholders.

• Ability to convert business requirements into technical Jira/JSM configurations.

• Strong troubleshooting and problem-solving skills.

• Excellent communication and stakeholder management skills.

• Experience working in Agile environments.

Good to Have

• Experience with JSM Assets.

• Knowledge of Jira REST APIs and third-party integrations.

• Atlassian/Jira certifications.

• Experience supporting Sales, Marketing, or other business-facing service management functions.

• Previous experience in a consulting or client-facing role.

Candidate Profile

The ideal candidate should be a hands-on JSM specialist who can independently work with business stakeholders, understand their requirements, and configure Jira Service Management accordingly.

The candidate should have a combination of strong technical JSM expertise, business understanding, and stakeholder-facing communication skills.