Jira Service Management Engineer - Sales & Marketing

Jira Service Management Engineer (Sales & Marketing) 

Position Summary 

We are looking for an experienced Jira Service Management Engineer to support the implementation and configuration of JSM solutions for the Sales & Marketing organization. 

The role will work closely with business stakeholders to understand their requirements, design appropriate Jira/JSM solutions, and configure the platform to support business processes and service management needs. 

Responsibilities 

• Engage with Sales & Marketing stakeholders to understand business requirements. 

• Analyze existing processes and translate requirements into Jira/JSM solutions. 

• Configure Jira Service Management projects, workflows, request types, forms, queues, SLAs, and portals. 

• Develop and maintain Jira automation to streamline business processes. 

• Configure permissions, roles, notifications, screens, and issue types. 

• Build and optimize JSM service request workflows based on business requirements. 

• Perform testing and support UAT and production deployments. 

• Troubleshoot Jira/JSM configuration and workflow issues. 

• Maintain technical and functional documentation. 

• Recommend improvements and Jira/JSM best practices to stakeholders. 

• Collaborate with other Jira, ITSM, and technology teams when required. 

• Provide ongoing support and enhancements to the Sales & Marketing JSM environment. 

Required Experience 

• 4–7+ years of experience working with Jira/Jira Service Management. 

• Strong hands-on experience in JSM configuration and administration. 

• Good knowledge of Jira workflows, schemes, issue types, screens, permissions, and notifications. 

• Strong experience with JSM request types, forms, queues, SLAs, portals, and automation. 

• Experience gathering requirements directly from business stakeholders. 

• Ability to convert business requirements into technical Jira/JSM configurations. 

• Strong troubleshooting and problem-solving skills. 

• Excellent communication and stakeholder management skills. 

• Experience working in Agile environments. 

Good to Have 

• Experience with JSM Assets. 

• Knowledge of Jira REST APIs and third-party integrations. 

• Atlassian/Jira certifications. 

• Experience supporting Sales, Marketing, or other business-facing service management functions. 

• Previous experience in a consulting or client-facing role. 

Candidate Profile 

The ideal candidate should be a hands-on JSM specialist who can independently work with business stakeholders, understand their requirements, and configure Jira Service Management accordingly. 

The candidate should have a combination of strong technical JSM expertise, business understanding, and stakeholder-facing communication skills.