Jira Service Management (JSM) Engineer

Company - Our client is a globally recognized leader in customer experience and digital transformation services, supporting enterprise organizations with cutting-edge technology solutions. Known for its strong culture and rapid innovation, the company prioritizes both employee growth and customer success in a fast-paced environment.Job Title - Jira Service Management (JSM) Engineer Location - Remote in India Role Type - Contract (12-month contract with potential extension) Must Have Skills: Hands-on experience designing and managing Jira Service Management (JSM) environments, including service portals, SLAs, and workflowsStrong expertise across the Atlassian suite (Jira, Confluence, Assets/CMDB) with ability to configure workflows, permissions, and integrations Experience building automation to streamline processes, improve ticket routing, and enforce SLAs Strong governance, documentation, and change management discipline in structured or compliance-driven environmentsExcellent communication skills with a proactive, feedback-driven mindset Responsibilities and Job Details: Design and manage Jira projects, workflows, and issue hierarchies supporting incident response, change management, and compliance Build and maintain automation rules to reduce manual work and improve service desk efficiencyConfigure fields, screens, permissions, and notification schemes aligned with governance standards Architect and maintain JSM internal service portals, including request types, SLAs, and escalation paths Develop dashboards and reporting tools for real-time operational visibility Integrate JSM with Confluence to enable knowledge sharing and self-service capabilitiesBuild and maintain structured Confluence spaces for documentation, runbooks, and policies Design and manage CMDB schemas using Atlassian Assets, including asset tracking and dependency mapping Lead implementation of AI-driven automation and search capabilities within the Atlassian ecosystem Administer Atlassian Cloud environment including users, licenses, and security configurationsEstablish and enforce platform governance, change management, and compliance processes Collaborate with internal stakeholders and external vendors to optimize platform performance and capabilities