Senior Jira Service Management (JSM) Solutions Engineer

Position Summary

The Senior Jira Service Management (JSM) Solutions Engineer is responsible for designing, implementing, and optimizing enterprise service management solutions using Jira Service Management (JSM), Salesforce Service Cloud, and Atlassian ecosystem tools. This role focuses on platform integrations, workflow automation, regulatory compliance, and service delivery improvements that enhance collaboration between support, development, and business teams.

The ideal candidate will possess deep expertise in Jira Service Management administration, Salesforce integrations, automation design, and IT service management (ITSM) best practices.

Key Responsibilities

Jira Service Management Administration

• Administer, configure, and maintain Jira Service Management environments.
• Design and implement service desk structures, request types, queues, SLAs, and customer portals.
• Manage permissions, workflows, notification schemes, and service management configurations.
• Ensure platform reliability, scalability, and adherence to governance standards.

Salesforce & Jira Integration

• Lead implementation of the Appfire Connector for Salesforce and Jira.
• Integrate Jira Service Management with Salesforce Service Cloud to eliminate operational data silos.
• Enable bi-directional synchronization of tickets, comments, statuses, and customer information.
• Collaborate with Service Operations, Support, Development, and Business teams to optimize cross-platform workflows.
• Troubleshoot and maintain integration performance and data integrity.

Workflow Automation

• Design and implement automated workflows to improve operational efficiency.
• Develop ticket lifecycle automation, including:
  • Automated notifications and escalations
  • SLA-driven workflows
  • Auto-resolution and closure processes
  • Queue routing and assignment rules
• Implement automated closure of inactive tickets following defined notification schedules and service policies.
• Continuously identify opportunities to reduce manual effort through automation.

Regulatory Compliance & Regional Service Management

• Configure service management processes and ticketing systems to support regional regulatory requirements.
• Establish and maintain TAMs (Technical Account Management processes) and service desk configurations for:
  • United Kingdom
  • Poland
  • Japan
  • Australia
• Ensure compliance with SAI and other applicable organizational requirements.
• Partner with Legal, Compliance, and Operations teams to maintain audit readiness and documentation standards.

Process Improvement & Governance

• Recommend and implement ITSM best practices aligned with ITIL frameworks.
• Develop reporting, dashboards, and metrics to monitor service performance.
• Create and maintain technical documentation, operational procedures, and configuration standards.
• Participate in platform governance, change management, and continuous improvement initiatives.

Required Qualifications

• 5+ years of experience administering Jira Service Management or Atlassian platforms.
• Experience implementing Jira-to-Salesforce integrations.
• Strong knowledge of Jira workflows, automation rules, SLAs, and service desk configurations.
• Experience with Appfire Connector, Exalate, or similar integration technologies.
• Understanding of ITSM and ITIL principles.
• Experience designing and implementing automated ticketing workflows.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management abilities.

Preferred Qualifications

• Atlassian Certified Professional (ACP) certifications.
• Salesforce Administrator or Salesforce Service Cloud experience.
• Experience supporting global service operations.
• Knowledge of compliance and audit requirements across multiple regions.
• Experience with REST APIs, scripting, and integration platforms.