Jira Service Management Engineer

Summary

Join Kalles Group as a Jira Service Management Engineer and lead the migration, configuration, and stabilization of Atlassian Jira Service Management (JSM) in a fast-paced enterprise environment. You will work with internal IT stakeholders to transition from legacy ITSM tools, design and implement scalable JSM projects, and support long-term sustainability and usability. Responsibilities include leading end-to-end migrations, designing and configuring workflows and automation, building integrations, supporting rollout and training, collaborating on operational support, providing tier-3 support, and documenting system architecture. The ideal candidate possesses 5+ years of experience administering and engineering Jira and JSM in cloud environments, strong skills with Jira automation and REST APIs, and familiarity with ITIL frameworks. Kalles Group offers a competitive salary, comprehensive benefits, and a supportive work environment.

Requirements

• 5+ years of experience administering and engineering Jira and Jira Service Management in cloud environments
• Hands-on experience with ITSM tool migration, configuration, and rollout at enterprise scale
• Strong skills with Jira automation, REST APIs, and scripting (e.g., Groovy, Python)
• Familiarity with ITIL frameworks and working knowledge of service desk operations
• Ability to partner with IT teams to translate business needs into functional JSM solutions
• Clear communication skills and a collaborative, proactive approach to problem-solving

Responsibilities

• Leading end-to-end migration of legacy service desk tools into Atlassian Jira Service Management
• Designing and configuring scalable workflows, automation, SLAs, portals, and request types aligned to ITSM needs
• Building clean, maintainable integrations via REST APIs and scripting for Jira Cloud
• Supporting rollout, training, and platform adoption across IT and business functions
• Collaborating on operational support models and establishing usage best practices
• Providing expert-level tier-3 support and making ongoing improvements based on feedback and performance data
• Documenting system architecture, workflows, configurations, and guidance for future platform maturity

Preferred Qualifications

• Atlassian certifications (ACP-620, ACP-610, or ACP-100)
• Experience standing up multi-department JSM projects and establishing service catalogs
• Exposure to enterprise tools like Confluence, Active Directory, or CMDB systems
• A calm, adaptive presence when solving platform challenges or driving change across teams

Benefits

• Medical, dental, vision, and pharmaceutical plans
• 401(k)
• 3 weeks of Paid Time Off, PLUS 8 paid company holidays and 2 flexible holidays for anything you want to celebrate!
• Work/life balance – we know there’s more to life than work! We encourage our team to pursue other passions, get outside, and spend time with family. We work with clients and consultants to set expectations for a manageable workload
• Opportunities to connect in person and remotely with a passionate, supportive team that loves a good pun or GIF