More jobs:
Jira ITSM Developer
Job in
Riyadh, Riyadh Region, Saudi Arabia
Listed on 2026-06-12
Listing for:
HCLTech
Full Time
position Listed on 2026-06-12
Job specializations:
-
IT/Tech
IT Support, IT Consultant, IT Business Analyst, Cloud Computing: Infrastructure & Operations
Job Description & How to Apply Below
We are seeking a skilled JSM ITSM Developer to design, configure, and optimize our enterprise Jira Service Management platform. responsible for building quick, customized workflows across Incident, Problem, Change, Knowledge, Asset, and Service Request Management. This role is critical in bridging the gap between our customer‑facing support teams and internal software development teams through robust automation, plugin integration, and data migration.
Key Responsibilities- Process Configuration: Design and implement ITSM workflows for:
Incident Management (IM), Problem Management (PM), Change Management (CM), Service Requests - SLA & Queue Management:
Define and implement - Multi‑tier SLA policies (response, resolution, escalation), Queue strategies for L1/L2/L3 support teams, Configure SLA metrics aligned to business priorities - UI & Plugin Enhancement:
Design and optimize JSM customer portal
, Implement Request Types and Forms (Pro Forma/Forms), Enhance user experience using Refined (if applicable) - Dev Ops & Internal Linking:
Configure integrations between: JSM Jira Software (Dev teams), Incident Problem Change traceability, Enable visibility across development and support workflows - Knowledge Management Integration:
Integrate Jira Service Management with Confluence, Configure:
Knowledge article lifecycle (Draft → Review → Publish), Portal KB visibility and suggestions - Data Migration
:
Execute data migration using: CSV, CMJ, REST APIs, Perform:
Data mapping and transformation, Validation and reconciliation post‑migration, Handling of historical data based on compliance needs - Configure and manage:
Permission schemes, Notification schemes, Issue security schemes, Project configurations, User and role management across service projects
- Strong experience as a Jira Service Management (JSM) Developer / Administrator
- Deep understanding of ITIL processes (Incident, Problem, Change, Request, Asset, and Knowledge Management)
- Hands‑on expertise with Script Runner (Groovy scripting, custom listeners, Automation extensions) and Refined (portal layout design, navigation, branding)
- Proven experience setting up advanced, multi‑tier SLAs and Assets (Insight) for CMDB‑like modeling
- Experience with data migration tools (CSV imports, Site Import, Configuration Manager for Jira, or REST APIs)
- Strong integration knowledge (Webhooks, REST APIs, automation rules) to connect cross‑project dependencies
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