AI Systems Engineer
Position description
The Business Technology team is composed of passionate technologists who are fully engaged in delivering the best products that help teams deliver their best work. We are focused on reducing friction and getting the most value from solutions to enhance outcomes. We want to expand our Business Technology landscape to manage more systems in a predictable way that accounts for scalability, resilience, and performance.
This role sits at the intersection of AI-native operations, enterprise platform engineering, and IT service management. You will own how Sonar designs, builds, and operationalizes AI-augmented systems across its internal technology ecosystem - engineering AI agents and connectors, automating workflows end-to-end, and integrating our enterprise tool stack, with Jira Service Management and the Atlassian suite as one core platform among several.
While Jira Service Management and the broader Atlassian suite form a core part of your platform footprint, your scope extends well beyond it: you will build and maintain integrations across our enterprise tool stack, engineer automation pipelines that eliminate manual work at scale, and operationalize AI-native capabilities (Enterprise Apps connectors, Claude MCP integrations, Rovo agents) that put Sonar ahead of the curve in AI-driven internal operations.
Your success will directly enable every internal team at Sonar to work faster, smarter, and with less friction - and will give leadership real-time visibility, consistent governance, and a platform that scales effortlessly with the company's global growth.
What you will do
AI Systems & Agent Engineering (primary focus): Designing, building, and operationalizing AI-native capabilities across Sonar's internal stack - Claude MCP (Model Context Protocol) integrations, custom Claude skills, Rovo agents, and Enterprise Apps connectors. You prototype on the frontier, then harden what works into reliable, governed production systems that internal teams depend on daily.
ITSM Platform Ownership (JSM): Administering, configuring, and continuously evolving Jira Service Management - including service catalog design, SLA management, queue configuration, request type rationalization, and automated routing. You treat JSM as a product, not a ticket system.
Atlassian Suite Administration: Managing the full Atlassian Cloud ecosystem (Jira Software, Confluence, JSM, Guard, Loom, Trello, Bitbucket) with deep expertise in governance, user access management, project templates, and platform health monitoring.
Automation Engineering: Designing and implementing sophisticated workflow automations - using Atlassian Automation, REST APIs, and third-party middleware - that eliminate manual processes and scale operations without adding headcount.
Enterprise Integration Architecture: Building and maintaining integrations between Atlassian and adjacent enterprise systems (Slack, HR platforms, identity providers, monitoring tools) using webhooks, APIs, and marketplace apps.
CMDB & Asset Management: Owning JSM Assets configuration, data integrity, and lifecycle management across IT hardware, software licenses, and configuration items (CIs) - ensuring a reliable, audit-ready source of truth.
ITSM Process Governance: Defining and enforcing ITIL-aligned processes including incident management, change management, problem management, and access management - translating business needs into governed, automated workflows.
Security, Compliance & Audit Support: Ensuring platform configurations adhere to SonarSource's data protection, access control, and audit requirements. Supporting external audit engagements (KPMG, PwC) with documentation and evidence packages.
Stakeholder Enablement: Partnering with all internal teams (HR, Finance, Legal, IT, Security, GTM) to identify automation opportunities, gather requirements, and deliver continuous improvements - acting as a true internal platform consultant.
Platform Roadmap Contribution: Proactively identifying opportunities to modernize internal processes, adopt new platform capabilities, and drive the platform roadmap forward in partnership with the BizTech BackOffice lead
You are confident in owning and evolving a multi-platform internal technology ecosystem for a fast-growing, multi-site, multinational organization. You bring deep expertise in building AI-native systems and automations, and you are equally at home administering and evolving ITSM platforms - especially Atlassian - that anchor Sonar's internal operations.
You bring proven, multi-year experience in:
Experience and qualifications
AI Engineering (Required): Hands-on experience with AI-native platforms and building on them - Claude/Anthropic, MCP, agent frameworks (Rovo or equivalent), connectors, and prompt-based workflows. You've built and shipped something real, not just experimented.
Atlassian Platform Expertise (Required): 5+ years hands-on administration of Jira Service Management (JSM), Jira Software, and Confluence Cloud in enterprise, multi-team environments. Deep knowledge of JSM request types, workflows, SLAs, queues, automations, and service catalog design.
Automation & Integration Engineering: Proven experience building workflow automations using Atlassian Automation and/or third-party tools. Comfortable with REST APIs, webhooks, and JSON for system integrations. Scripting experience (Python, Groovy, JavaScript) is a strong plus.
Enterprise Tool Breadth: Experience with adjacent enterprise systems - identity providers (Okta, JumpCloud), collaboration tools (Slack, Zoom), or business systems (NetSuite, BambooHR, Salesforce) - is a strong differentiator. We don't need deep expertise in all of them, but curiosity and adaptability across the stack matters.
CMDB / Asset Management: Experience configuring and maintaining a CMDB or IT asset management system (JSM Assets, ServiceNow CMDB, or equivalent).
ITSM & ITIL Knowledge: Strong understanding of ITSM processes and ITIL v3/v4 frameworks - including incident, change, problem, and request management - with the ability to configure platform workflows that enforce these processes at scale.
Security & Compliance Awareness: Understanding of IT General Controls (ITGC), access governance, and audit-readiness requirements. Experience supporting external audit engagements is a plus.
Atlassian Certifications (Plus): ACP-620 (Jira Service Management), ACP-120 (Jira Administrator), or ACP-420 (Confluence Administrator) are highly valued.
Exceptional analytical, strategic thinking, and problem-solving abilities - you see patterns others miss and turn complexity into clean solutions.
Highly autonomous and pragmatic: you make concrete progress in the face of ambiguity and imperfect information, without waiting for perfect requirements.
Strong decision-making skills, with the ability to prioritize across competing demands and manage multiple concurrent initiatives.
Self-confident enough to challenge the status quo - and to give and receive direct feedback in the service of continuous improvement.
Excellent communication skills for both technical and non-technical audiences. Fluent in English, written and verbal.
Collaborative by nature: you share information and ideas freely, and you understand that the best solutions emerge from collective thinking.
Leadership mindset: you take ownership of initiatives end-to-end and drive them to completion with accountability and autonomy.
Values "done" over "perfect" - while continuously looking for ways to improve processes and deliver measurable impact.
Experience & Technical Acumen
Leadership & Soft Skills