ITSM Platform Engineer

This is a remote position.

We are looking for ITSM Platform Engineers to join a strategic transformation stream focused on building and optimising enterprise ITSM solutions within the Atlassian ecosystem. This is a hands-on role combining platform configuration, process design, automation, and governance across Jira Service Management [link removed] role goes beyond administration and requires strong ownership of solution design, implementation, and continuous improvement of ITSM processes.

Responsibilities

• Design and implement Jira Service Management projects including request types, workflows, queues, SLAs, and automation
• Build and optimise ITSM processes such as Incident, Service Request, Problem, Change, and Release
• Configure approval workflows and process models in Jira Service Management and Confluence
• Administer user permissions, project configurations, and app governance
• Maintain environments including development, testing, and production setups
• Implement automation rules and integrate with external systems via APIs or webhooks
• Support identity and access integrations with Azure AD / Entra ID and SSO
• Build and manage CMDB structures using Jira Assets
• Create dashboards and reports covering SLAs, backlog, trends, and KPIs
• Support audit, compliance, and documentation requirements
• Train and support internal users and stakeholders
• Provide second-level support for the Atlassian platform

Requirements

• Strong hands-on experience with Jira Service Management, Jira, and Confluence administration
• Proven experience implementing ITSM processes including Incident, Request, Problem, Change, and Release
• Good understanding of permission schemes, roles, and governance models
• Experience with automation and integrations using REST APIs or webhooks
• Strong understanding of structured, quality-driven process design
• Experience building and managing Confluence knowledge bases
• Strong communication skills and ability to translate business needs into technical solutions
• Fluent English

Nice to have

• Atlassian certifications such as ACP-420 or ACP-120
• Experience with Jira Assets or CMDB modelling and service mapping
• Familiarity with observability tools such as Opsgenie or Datadog
• Experience with identity integrations such as Azure AD / Entra ID, SCIM, or SAML
• Experience working in regulated or governance-heavy environments

Benefits

• Solid, competitive salary
• Work in a multinational environment on international projects
• Comprehensive healthcare
• Long-term B2B contract with a stable project pipeline
• Remote work model

Originally posted on Himalayas