Jira Developer (Jira Service Management)

About the role

The Jira Developer will own the configuration, customization, and ongoing maintenance of the organisation's Jira Service Management (JSM) platform. Working closely with the Product Manager and IT teams, you will ensure the tool supports ITIL‑based service processes and drives continuous improvement.

Key responsibilities

• Design, configure and maintain JSM workflows, fields, forms and automation rules.
• Develop business rules, scripts and APIs to automate processes and integrate JSM with other enterprise systems.
• Administer user accounts, roles and permissions; manage incident, problem, change and service request processes.
• Maintain platform stability, security and compliance with organisational policies.
• Analyse usage data, generate reports and recommend enhancements.
• Provide user training, support and promote knowledge sharing across the GBS support service.

Required profile

• Bachelor’s degree in IT, Computer Science or equivalent experience.
• Proven experience administering or developing within Jira Service Management or comparable ITSM tools.
• Strong understanding of ITIL processes and ITSM best practices.
• Excellent problem‑solving, communication and stakeholder‑management skills.

Required skills

• Jira Service Management (JSM)
• ServiceNow, BMC Remedy, FreshWork (or similar ITSM tools)
• ITIL framework
• API development and integration
• Automation scripting
• AI tools and governance in ITSM