Responsibilities:
- Configure and customize Jira Service Management workflows, fields, screens, permissions, and automation rules.
- Implement and maintain service request types, SLAs, queues, and reporting within Jira Service Management.
- Collaborate with cross-functional teams to gather requirements and translate them into Jira Service Management solutions.
- Provide technical expertise and support to end-users on Jira Service Management functionalities and best practices.
- Monitor system performance and proactively identify areas for improvement.
- Conduct training sessions and create documentation for Jira Service Management users.
- Stay updated with Atlassian products and industry best practices related to IT service management.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
- Proven experience with Jira Service Management (Jira Service Desk), including setup, configuration, and administration.
- Strong understanding of IT service management principles and best practices.
- Experience in creating custom workflows, SLAs, automation rules, and reporting in Jira Service Management.
- Ability to collaborate effectively with cross-functional teams and stakeholders.
- Excellent communication skills with the ability to convey technical information to non-technical audiences.
- Atlassian certifications (e.g., Jira Service Management Administrator) are a plus.
- Only Singporeans
Preferred Skills:
- Familiarity with other Atlassian products such as Jira Software, Confluence, and Bitbucket.
- Experience with integrations between Jira Service Management and other ITSM tools or systems.
- Knowledge of ITIL framework and its application in IT service management.
