JSM Engineer - Bengaluru, India - RapidBraiins

Description

The JSM Engineer will play a critical role in implementing, customizing, and managing our Jira Service Management environment to improve our IT service delivery, incident management, and operational efficiency.

• This position requires a blend of technical expertise, project management skills, and a deep understanding of ITIL practices.
• The core qualities of the JSM Engineer: Proficiency in Jira Service Management administration.
• Strong understanding of IT service management processes.
• Understanding SLDC, familiarity with agile methodologies.
• Strong knowledge of ITIL and its application to IT service management.
• Scripting language knowledge such as Python or JavaScript.
• Excellent problemsolving skills and the ability to work independently as well as part of a team.
• Demonstrated ability to manage multiple priorities and thrive in a fastpaced, deadlinedriven environment.
• Outstanding communication skills, both written and verbal, with the ability to train and support users at various technical skill levels.
• Fluent in English (other languages are an advantage).

Work on the end-to-end implementation of Jira Service Management (JSM) within our internal squad, ensuring a seamless integration that enhances our IT service management capabilities.

• Design, configure, and customize JSM to fit our organization's specific needs, including setting up service desks, incident and problem management, service request management, asset management, change management, and other practices.
• Work closely with various stakeholders to gather and analyze requirements, ensuring that the JSM implementation aligns with business goals and IT service management best practices according to the ITIL framework.
• Facilitate requirement definition with users, guiding them in articulating their needs and translating these into technical requirements to ensure the JSM setup effectively addresses user demands and IT operational needs.
• Develop and maintain comprehensive documentation of JSM configurations, workflows, and procedures, ensuring clarity and ease of use for endusers and internal IT staff.
• Implement reporting and dashboard features within JSM to provide realtime insights into IT operations, service performance, and compliance with SLAs, aiding in continuous improvement efforts.
• Collaborate with IT security to ensure that the JSM implementation adheres to security policies and data protection regulations, safeguarding sensitive information and maintaining high standards of data integrity and security.
• Provide ongoing support and expert advice to users and the IT team, resolving any JSMrelated issues promptly and efficiently to minimize disruptions to business operations.