Jira Service Management Engineer / Administrator (Remote)

DivIHN (pronounced "divine") is a CMMI ML3-certified Technology and Talent solutions firm. Driven by a unique Purpose, Culture, and Value Delivery Model, we enable meaningful connections between talented professionals and forward-thinking organizations. Since our formation in 2002, organizations across commercial and public sectors have been trusting us to help build their teams with exceptional temporary and permanent talent. Visit us at to learn more and view our open positions. Please apply or call one of us to learn more For further inquiries regarding the following opportunity, please contact our Talent Specialist, Justeen at Title: Jira Service Management Engineer / Administrator (Remote) Location: Remote Duration: 12 Months Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered. Job Description: Position Summary Our client is seeking a Jira Service Management (JSM) Engineer / Administrator to own the technical administration, engineering, governance, stabilization, and continual improvement of its Atlassian Cloud service-management environment. This role translates IT service-management requirements into governed, scalable, and supportable Jira configurations. The initial focus is improving the current environment through workflow and configuration rationalization, stronger platform governance, improved request classification and routing, reliable reporting, automation, knowledge management, and service-level measurement. The role will enable mature Incident Management, Major Incident Management, Problem Management, Change Enablement, Service Request Management, Knowledge Management, and Asset and Configuration Management. It combines hands-on platform engineering, administration, workflow and data design, automation, documentation, stakeholder facilitation, and operational support. Key Responsibilities 1. JSM Platform Administration and Governance Administer and support Jira Service Management, Jira, Confluence integrations, Jira Assets, applications, and related Atlassian Cloud capabilities. Maintain an accurate inventory of projects, workflows, statuses, fields, screens, forms, queues, filters, dashboards, automations, integrations, permissions, and applications. Establish configuration standards for naming, ownership, documentation, testing, deployment, rollback, and change approval. Assess cross-project dependencies before modifying shared workflows, fields, schemes, automations, permissions, or integrations. Maintain platform runbooks, architecture documentation, configuration standards, dependency maps, and support procedures. Remediate configurations owned by inactive users and review administrative privileges, agent access, permissions, and service identities to support least privilege and accountability. Maintain controlled development, test, release, and production support practices. 2. Service Request Management and Service Catalog Design and maintain a clear service catalog based on user needs and defined IT services. Rationalize request types, issue types, categories, components, forms, and associated workflows. Create distinct handling models for incidents, service requests, access requests, problems, changes, and other operational work. Develop specific request paths for high-volume services and reduce dependence on generic intake channels. Configure dynamic and conditional forms that collect information required for routing, approvals, fulfillment, reporting, and audit evidence. Implement controlled handling for email-generated, uncategorized, and generic requests, and improve portal self-service through integrated knowledge. 3. Incident and Major Incident Management Configure and continually improve Incident Management workflows, categorization, priority, routing, escalation, resolution, and closure. Implement a consistent priority model based on business impact and urgency. Configure clear escalation paths among the Service Desk, resolver teams, application owners, infrastructure teams, and other support groups. Support a Major Incident Management model covering declaration criteria, escalation, responder coordination, stakeholder communications, service impact, resolution, and post-incident review. Connect major incidents to affected services, assets, changes, known problems, related incidents, and follow-up actions. Measure incident demand, response, resolution, aging, reopen rates, recurring incidents, and service impact, and identify patterns that should trigger Problem Management. 4. Problem Management Provide the JSM capabilities required for mature Problem Management while IT and service owners retain responsibility for investigating and resolving underlying causes. Design dedicated Problem Management workflows for identification, investigation, root-cause analysis, workaround identification, known-error management, remediation, validation, and closure. Create relationships among problems, incidents, major incidents, changes, assets/configuration items, services, and knowledge articles. Establish criteria for when recurring incidents, high-impact events, or major incidents should trigger a problem investigation. Configure forms and fields to capture symptoms, business impact, root cause, contributing factors, workaround, corrective actions, ownership, target dates, and resolution. Enable identification and lifecycle management of known errors and documented workarounds. Integrate Problem Management with Knowledge Management so validated workarounds and solutions are available to support teams and users where appropriate. Provide dashboards for recurring incidents, top problem categories, aging problems, known errors, root causes, corrective actions, and remediation progress. Support proactive Problem Management through trend analysis and verify whether corrective actions reduce incident recurrence. Target lifecycle: Incident -> recurring pattern -> problem investigation -> root cause or known error -> workaround -> corrective change -> validation -> reduced recurrence. 5. Change Enablement Design and maintain the JSM technical capabilities that support our client change governance in partnership with IT Governance, Security, Quality, system owners, and technical teams. Change Models and Workflow Configure distinct Standard, Normal, and Emergency Change models and workflows. Differentiate workflows and controls by risk, complexity, service impact, criticality, and regulatory requirements. Automate approved, low-risk, repeatable Standard Changes while preserving required controls and evidence. Provide clear change statuses, ownership, implementation windows, dependencies, and closure outcomes. Risk, Impact, Approval, and Scheduling Configure structured risk and impact assessments covering business impact, service impact, technical risk, security, affected systems, implementation plan, test or validation plan, backout plan, timing, and required approvals. Connect changes to affected business services, applications, infrastructure, and Jira Assets where appropriate. Configure conditional approvals based on change type, risk, service, system, and organizational requirements, retaining approval evidence and timestamps. Support separation among requester, implementer, approver, and reviewer where required. Configure and maintain the change calendar, maintenance windows, blackout periods, scheduling conflict visibility, and operational awareness of upcoming changes. Change Outcome and Review Capture implementation results, validation evidence, failures, rollbacks, unexpected impacts, and closure codes. Support post-implementation review for failed, emergency, high-risk, or significant changes. Link failed changes to resulting incidents and problems and track required corrective actions. Report on change volume, success rate, failed changes, emergency changes, rollbacks, change-related incidents, approval cycle time, and implementation lead time. Enable end-to-end traceability: Incident -> Problem -> Root Cause -> Corrective Change -> Validation and Failed Change -> Incident -> Problem Investigation. 6. Workflow, Status, and Data Design Simplify workflows while preserving controls required by business, security, quality, or regulatory requirements. Establish standard definitions for work statuses and resolution outcomes, including pending, waiting, resolved, closed, rejected, and cancelled states. Design consistent reopen, escalation, handoff, approval, closure, and auto-close behaviors. Rationalize custom fields, contexts, screens, forms, and categorization models to improve usability and reporting. Plan and execute configuration migrations, technical testing, user acceptance testing, releases, rollback, documentation, training, and post-release support. 7. Queues, Routing, and Operational Flow Rationalize queues and query logic based on documented purpose, owner, audience, and operating procedure. Establish a governed assignment-group and resolver-group model. Configure deterministic routing using request type, service, category, asset, and structured intake data. Reduce manual reassignment, recategorization, and request-type correction. Configure visibility and controls for unassigned, aging, overdue, stalled, reopened, and breached work. Support backlog management, escalation, and recurring service reviews. 8. Knowledge Management and Self-Service Configure and maintain integration between JSM and approved Confluence knowledge sources. Partner with Knowledge Owners to establish article templates, ownership, permissions, review dates, publication controls, and archival practices. Integrate knowledge with Incident and Problem Management and expose approved workarounds and solutions to agents and users where appropriate. Configure portal knowledge suggestions and measure search success, knowledge use . click apply for full job details