Atlassian Platform Engineer, ITSM

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with government and contractor user groups to gain insights into business processes, challenges, service requirements, and platform specifications.

• Convert requirements into process flows, solution alternatives, implementation strategies, timelines, risks, dependencies, and decision milestones.

• Oversee platform enhancements and process improvement initiatives from initiation through design, configuration, testing, deployment, adoption, and project closure.

• Perform gap analyses and evaluate proposed modifications, capabilities, and technologies.

• Lead technical working sessions and monitor actions, risks, issues, and decisions across multiple workstreams.

• Set up and maintain Jira, Jira Service Management, Confluence, and associated SDLCNext functionalities.

• Create and oversee projects, spaces, workflows, fields, screens, schemes, roles, permissions, notifications, automations, dashboards, and configuration documents.

• Conduct or coordinate user and access administration using role-based access and least-privilege principles.

• Implement and validate configuration adjustments in testing/sandbox and production environments utilizing change, verification, and rollback procedures.

• Provide Tier 1/2 assistance for service requests, access issues, workflow/configuration inquiries, defects, and other SDLCNext requirements.

• Assist in incident and problem management, including issue replication, evidence organization, corrective-action tracking, and stakeholder communication.

• Collaborate with vendors and Tier-3 support for complex defects, product inquiries, and enhancement requests.

• Organize and support releases, upgrades, patches, maintenance, and capability adoption.

• Leverage service, incident, request, adoption, and platform data to identify challenges and prioritize enhancements.

• Enable integrations between SDLCNext and related tools or services.

• Utilize Jira Automation, REST APIs, scripting/plugins, or similar techniques to minimize manual tasks.

• Develop and maintain queries, dashboards, reports, and operational metrics.

• Assess Atlassian capabilities and add-ons for relevance, maintainability, security, and value.

• Produce job aids, SOPs, configuration documentation, operational guidance, and audit-ready materials.

• Conduct user training, education sessions, demonstrations, and knowledge-sharing activities.

• Cross-train team members and administrators.

• Assist with platform transitions, contract transitions, and knowledge transfer activities.

⛳️ Requirements

• Over 5 years of combined experience in enterprise platform engineering or administration, business/process analysis, ITSM, software lifecycle tools, technical delivery, or a closely related field.

• Proven hands-on experience in administering Jira and/or Jira Service Management in an enterprise setting, including workflows, fields, screens, schemes, permissions/roles, notifications, automations, and user access.

• Experience with Confluence support and integration of Atlassian tools with other enterprise systems.

• Familiarity with ITSM practices encompassing service request, incident, problem, change, release, and configuration management.

• Capability to gather requirements, map processes, analyze gaps, recommend solutions, and manage technical changes throughout implementation and adoption.

• Experience working in a controlled production environment with rigorous testing, documentation, access control, change management, and stakeholder communications.

• Previous experience in federal, DoD, or other highly regulated technology environments.

• Current CompTIA Security+ or equivalent DoD-aligned certification is strongly preferred and may be required for designated administrative access.

• A bachelor's degree in a related discipline is preferred; equivalent relevant experience will also be considered.

• Must be a U.S. citizen.

• Ability to obtain and maintain a Common Access Card (CAC) and necessary access to DHA systems and environments.

• Familiarity with REST APIs, ScriptRunner, marketplace applications, or similar extension methods is strongly preferred.

• Experience with DHA / PEO DHMS / Military Health System is highly preferred.

🏝️ Benefits

• Competitive salaries.

• Performance bonuses.

• Reimbursement for training and educational expenses.

• Transamerica 401(k) plan.

• Cigna healthcare benefits.

• Paid time off available immediately upon joining, prorated based on start date.

• Paid parental leave.

• Individual and family health, vision, and dental coverage.

• Annual budget allocated for training, professional development, and tuition reimbursement.

• 401(k) plan with company match fully vested after 60 days of employment.

• A diverse and collaborative work environment.

• Opportunities for professional growth.