ITSM Platform Engineer

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

📋 Description

• Design and execute Jira Service Management projects, which include request types, workflows, queues, SLAs, and automation.

• Develop and enhance ITSM processes such as Incident Management, Service Requests, Problem Management, Change Management, and Release Management.

• Set up approval workflows and process models within Jira Service Management and Confluence.

• Manage user permissions, project configurations, and application governance.

• Oversee environments encompassing development, testing, and production setups.

• Establish automation rules and facilitate integration with external systems through APIs or webhooks.

• Assist with identity and access integrations, particularly with Azure AD / Entra ID and SSO.

• Construct and manage CMDB structures utilizing Jira Assets.

• Generate dashboards and reports that encompass SLAs, backlogs, trends, and KPIs.

• Fulfill audit, compliance, and documentation requirements.

• Train and support internal users and stakeholders.

• Provide second-level support for the Atlassian platform.

⛳️ Requirements

• Extensive hands-on experience with Jira Service Management, Jira, and Confluence administration.

• Demonstrated experience in implementing ITSM processes such as Incident Management, Request Management, Problem Management, Change Management, and Release Management.

• Solid understanding of permission schemes, roles, and governance models.

• Experience with automation and integrations utilizing REST APIs or webhooks.

• Strong grasp of structured, quality-focused process design.

• Experience in creating and managing Confluence knowledge bases.

• Excellent communication skills with the ability to translate business needs into technical solutions.

• Proficiency in English.

🏝️ Benefits

• Competitive salary package.

• Opportunity to work in a multinational setting on international projects.

• Comprehensive healthcare coverage.

• Long-term B2B contract with a steady project pipeline.

• Flexible remote work model.