Job Title

Job Description Jira Service Management (JSM) Developer / Platform EngineerRole Overview: We are seeking an experienced Jira Service Management (JSM) Developer / Platform Engineer to support and enhance the client Digital Product Support (DPS) platform, which operates a unified support model across multiple enterprise applications.This role is critical to stabilising and optimising the JSM platform, improving reporting accuracy, enabling automation (Virtual Agent), and strengthening integrations (e.g., Salesforce via Peeklogic), while ensuring alignment with client's governance, SLA, and operational workflows.Key Responsibilities1. JSM Platform Configuration & Optimisation• Configure and maintain JSM projects aligned to client's multi-pod support model• Implement and refine workflows• Ensure single ownership model (one ticket = one accountable owner) is enforced via configuration• Optimise fields, screens, request types, and issue types to improve data quality and reporting accuracy2. Dashboard Creation & Reporting Engineering• Design and implement executive and operational dashboards within JSM using:o Native Atlassian dashboardso Custom Charts plugin (or equivalent)• Build real-time reporting views coveringo SLA performance (Response & Resolution)o Priority-wise (P1–P5) trackingo Pod-wise and resource-wise performanceo Platform-wise breakdown• Eliminate dependency on manual Excel reporting by:o Automating daily reporting datasetso Structuring fields such as:▪ Priority (DPS)▪ Application Name▪ Time to First Response▪ Time to Resolution• Improve reporting logic to correctly identify SLA breaches (e.g., negative SLA values, invalid entries)3. Virtual Agent Enablement (Launch Support Model)• Configure and deploy JSM Virtual Agent for controlled intake during businesscritical launches• Design decision trees and knowledge-based flows aligned to:o Pod → Component → Issue Type mappingo Pre-defined L1 triage steps• Enable automated ticket creation into dedicated launch queues• Configure auto-assignment rules and escalation triggers• Integrate Knowledge Base (Confluence) to support top recurring launch scenarios (~20 key issues)• Ensure domain-based access for client users4. Salesforce Integration (Peeklogic)• Manage and enhance Peeklogic Salesforce–JSM integration• Ensure seamless:o Ticket sync between Salesforce and JSMo Field mapping and status alignmento Error handling and retry mechanisms• Support Salesforce clusters with:o Incident and request visibilityo Cross-platform tracking and reporting5. Monitoring & Alert Integration• Integrate monitoring tools (e.g., Datadog) with JSM for automated ticket creation• Ensure proper classification of alerts as P5 incidents with structured evidence• Improve alert-to-ticket conversion logic to reduce noise and duplicate tickets• Work with monitoring teams to align alert thresholds with support workflows6. User Onboarding & Access Governance• Configure and manage:o User access to JSM portalo Role-based permissions (Agents, Customers, Admins)• Enable self-service onboarding model for the users• Standardise request forms for:o Access requestso Service requestso Incident reporting• Ensure compliance with access governance and audit requirements7. Automation & Continuous Improvement• Develop automation rules foro Ticket routing and assignmento SLA triggers and escalationso Status transitions• Identify opportunities to:o Reduce manual intervention in ticket triageo Improve resolution timelines• Work with SDM and Ops leadership to:o Implement SOP-driven automationo Align platform capabilities with future AI-driven support modelRequired Skills & ExperienceTechnical Skills• Strong hands-on experience with Jira Service Management (JSM) configuration• Expertise in:o Workflow design and optimisationo SLA configurationo Request types and portal customisation• Experience with dashboarding and reporting tools (Custom Charts preferred)• Proven experience in Virtual Agent / chatbot configuration in JSM• Integration experience with:o Salesforce (mandatory)o Middleware/connectors (Peeklogic preferred)• Experience in REST APIs, webhooks, and automation rules• Knowledge of Confluence Knowledge Base integrationFunctional Understanding• Strong understanding of enterprise support models• Experience in multi-application support environments• Understanding of SLA-driven support operations and reporting frameworks• Exposure to monitoring integrations and alert management