DBiz.ai
Website:
dbiz.ai
Job details:
Job Description
Jira Service Management (JSM) Developer / Platform Engineer
Role Overview: We are seeking an experienced Jira Service Management (JSM)
Developer / Platform Engineer to support and enhance the client Digital Product
Support (DPS) platform, which operates a unified support model across multiple
enterprise applications.
This role is critical to stabilising and optimising the JSM platform, improving reporting
accuracy, enabling automation (Virtual Agent), and strengthening integrations (e.g.,
Salesforce via Peeklogic), while ensuring alignment with client's governance, SLA, and
operational workflows.
Key Responsibilities
1. JSM Platform Configuration & Optimisation
• Configure and maintain JSM projects aligned to client's multi-pod support
model
• Implement and refine workflows
• Ensure single ownership model (one ticket = one accountable owner) is enforced
via configuration
• Optimise fields, screens, request types, and issue types to improve data quality
and reporting accuracy
2. Dashboard Creation & Reporting Engineering
• Design and implement executive and operational dashboards within JSM using:
o Native Atlassian dashboards
o Custom Charts plugin (or equivalent)
• Build real-time reporting views covering
o SLA performance (Response & Resolution)
o Priority-wise (P1–P5) tracking
o Pod-wise and resource-wise performance
o Platform-wise breakdown
• Eliminate dependency on manual Excel reporting by:
o Automating daily reporting datasets
o Structuring fields such as:
▪ Priority (DPS)
▪ Application Name
▪ Time to First Response
▪ Time to Resolution
• Improve reporting logic to correctly identify SLA breaches (e.g., negative SLA
values, invalid entries)
3. Virtual Agent Enablement (Launch Support Model)
• Configure and deploy JSM Virtual Agent for controlled intake during businesscritical launches
• Design decision trees and knowledge-based flows aligned to:
o Pod → Component → Issue Type mapping
o Pre-defined L1 triage steps
• Enable automated ticket creation into dedicated launch queues
• Configure auto-assignment rules and escalation triggers
• Integrate Knowledge Base (Confluence) to support top recurring launch
scenarios (~20 key issues)
• Ensure domain-based access for client users
4. Salesforce Integration (Peeklogic)
• Manage and enhance Peeklogic Salesforce–JSM integration
• Ensure seamless:
o Ticket sync between Salesforce and JSM
o Field mapping and status alignment
o Error handling and retry mechanisms
• Support Salesforce clusters with:
o Incident and request visibility
o Cross-platform tracking and reporting
5. Monitoring & Alert Integration
• Integrate monitoring tools (e.g., Datadog) with JSM for automated ticket creation
• Ensure proper classification of alerts as P5 incidents with structured evidence
• Improve alert-to-ticket conversion logic to reduce noise and duplicate tickets
• Work with monitoring teams to align alert thresholds with support workflows
6. User Onboarding & Access Governance
• Configure and manage:
o User access to JSM portal
o Role-based permissions (Agents, Customers, Admins)
• Enable self-service onboarding model for the users
• Standardise request forms for:
o Access requests
o Service requests
o Incident reporting
• Ensure compliance with access governance and audit requirements
7. Automation & Continuous Improvement
• Develop automation rules for
o Ticket routing and assignment
o SLA triggers and escalations
o Status transitions
• Identify opportunities to:
o Reduce manual intervention in ticket triage
o Improve resolution timelines
• Work with SDM and Ops leadership to:
o Implement SOP-driven automation
o Align platform capabilities with future AI-driven support model
Required Skills & Experience
Technical Skills
• Strong hands-on experience with Jira Service Management (JSM) configuration
• Expertise in:
o Workflow design and optimisation
o SLA configuration
o Request types and portal customisation
• Experience with dashboarding and reporting tools (Custom Charts preferred)
• Proven experience in Virtual Agent / chatbot configuration in JSM
• Integration experience with:
o Salesforce (mandatory)
o Middleware/connectors (Peeklogic preferred)
• Experience in REST APIs, webhooks, and automation rules
• Knowledge of Confluence Knowledge Base integration
Functional Understanding
• Strong understanding of enterprise support models
• Experience in multi-application support environments
• Understanding of SLA-driven support operations and reporting frameworks
• Exposure to monitoring integrations and alert management
Click on Apply to know more.