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 environments. The 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