Atlassian Engineer

Role Summary

The Atlassian Engineer is responsible for the design implementation administration and continuous improvement of the Atlassian ecosystem with primary ownership of Jira Service Management (JSM) as the enterprise ITSM platform. This role ensures scalable secure and highly available service management workflows aligned with ITIL practices while integrating Atlassian tools into the broader infrastructure and DevOps ecosystem.

Key Responsibilities

Platform Ownership & Administration

• Administer and maintain Jira Service Management Jira Software and Confluence (Cloud/Data Center)
• Manage projects workflows screens fields permission schemes notification schemes SLAs and request types
• Ensure platform performance availability and reliability (including clustering for DC environments if applicable)
• Perform upgrades patching and plugin lifecycle management

ITSM Implementation & Optimization

• Design and implement ITSM processes in JSM:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
  • Knowledge Management
• Configure SLAs queues automation rules and escalation policies
• Align configurations with ITIL v3/v4 best practices
• Build service catalogs and customer portals

Automation & Integration

• Develop automation using:
  • Jira Automation (native rules)
  • REST APIs
  • Webhooks
  • Scripting (Groovy via ScriptRunner if used)
• Integrate Atlassian tools with:
  • Identity providers (Azure AD / Okta / LDAP)
  • Monitoring tools (Dynatrace SolarWinds etc.)
  • CI/CD pipelines (Jenkins GitHub Actions Bitbucket)
  • Collaboration tools (Slack MS Teams)

Security & Access Control

• Implement and manage role-based access control (RBAC)
• Configure SSO MFA integrations and directory sync
• Ensure compliance with enterprise security policies and audit requirements
• Manage data classification retention and backup strategies

Reporting & Analytics

• Create dashboards and reports for:
  • SLA compliance
  • Incident trends
  • MTTR / MTTA
  • Change success rate
• Build custom reports using JQL and plugins (e.g. eazyBI Structure)
• Provide data insights to leadership and operations teams

User Support & Governance

• Provide L2/L3 support for Atlassian tools
• Troubleshoot workflow permission and performance issues
• Define governance standards:
  • Naming conventions
  • Project templates
  • Workflow standardization
• Conduct user training and documentation

Continuous Improvement

• Evaluate and implement new Atlassian features and plugins
• Optimize system performance and reduce operational overhead
• Drive adoption of best practices across engineering and operations teams

Qualifications :

Core Technical Skills

• Strong hands-on experience with:
  • Jira Service Management (JSM)
  • Jira Software
  • Confluence
• Deep understanding of:
  • Workflow design and customization
  • JQL (Jira Query Language)
  • SLA configuration
• Experience with REST APIs and integrations

ITSM & Process Knowledge

• Solid understanding of ITIL frameworks (Incident Problem Change)
• Experience implementing ITSM tools in enterprise environments

Infrastructure & Identity

• Experience with:
  • SSO (SAML/OAuth)
  • Directory services (LDAP/AD)
• Understanding of cloud environments (AWS/Azure) is a plus

Preferred Qualifications

• Atlassian Certified Professional (ACP-100 ACP-400 ACP-620 or equivalent)
• ITIL Foundation / Intermediate Certification

Remote Work :

No

Employment Type :

Full-time