ITSM Platform Engineer (Atlassian JSM)

Responsibilities:

• Multi-tenant JSM Setup:
  • Designing and implementing tenant-specific JSM projects, including organizational/customer structures, role and permission models, issue security, and data residency settings (EU/DE)
  • Setting up service portals, request types, forms, queues, SLAs, OLA metrics, prioritization, and escalation rules
• ITSM Process Support:
  • Modeling and continuously improving Incident, Service Request, Problem, Change, and Release processes in JSM, including CAB/change calendars, maintenance windows, and approval workflows
  • Mapping runbooks and known errors in Confluence (KCS-oriented); linking Knowledge Base - JSM
• Platform Administration (Jira, Confluence & JSM):
  • User and group management, role and permission schemes, project and space administration, Marketplace app governance
  • Operation, maintenance, and further development: version/release management, testing in staging sandboxes, backup/restore, performance tuning, license and cost tracking
• Automation & Integrations:
  • Implementing automation rules (Automation for Jira); setting up notifications, escalations (e.g. Opsgenie/On-Call), and approval-based flows
  • Building integrations with Microsoft Dynamics 365 (Kraftwerk), Azure AD/Entra ID (SSO/SCIM), monitoring/alerting tools (e.g. Azure Monitor), security tooling, and CI/CD pipelines where applicable
• CMDB / Assets & Observability:
  • Modeling services and CIs in JSM Assets (CMDB); maintaining relationships via service and business maps; connecting discovery/import sources
  • Linking incidents/changes to CIs for risk assessments and impact analysis
• Reporting & Compliance:
  • Creating dashboards and reports: SLAs, turnaround times, backlog, trend analyses, KPIs for contracts/SLAs
  • Ensuring compliance with ISO 27001/BSI requirements, GDPR, auditability (logging, traceability), change control, and documentation
  • Supporting internal risk assessments
• Enablement & Support:
  • Training and coaching PICS and customer users (Service Desk L1/L2, Process Owners, Key Users)
  • Providing 2nd-level support for the Atlassian platform; coordinating with L3/vendors

Requirements:

• Several years of hands-on experience administering and configuring Atlassian Jira Service Management, Jira, and Confluence (Cloud and/or Data Center)
• Proven track record implementing ITIL-based ITSM processes in JSM (Incident / Request / Problem / Change / Release), including SLAs, queues, workflows, and permissions
• In-depth understanding of multi-tenant separation, RBAC, issue security, and data protection (GDPR) – ideally in managed-service or MSP environments
• Experience with Automation for Jira and integrating external systems via REST APIs / webhooks; confident designing interface and data models
• Knowledge of SSO/identity management (Azure AD / Entra ID, SCIM, SAML/OIDC) and role/group concepts
• Practical experience building knowledge bases in Confluence following KCS principles
• Strong customer focus with the ability to translate complex requirements into robust, maintainable JSM solutions
• Structured, quality- and security-oriented working style; strong documentation skills and audit readiness
• Good English skills (min. B2)
• Passion for enablement and change management; team player with a hands-on mindset

Nice to have:

• Atlassian certifications such as ACP-420 (JSM Admin Cloud), ACP-120 (Jira Admin Cloud), ACP-100/520 (Data Center)
• Experience with JSM Assets / CMDB modeling, discovery tools, and service maps
• Familiarity with monitoring/observability stacks (Azure Monitor, Opsgenie, Datadog, or similar)
• German language skills

Offer:

• Private medical care
• Co-financing for the sports card
• Training & learning opportunities
• Constant support of dedicated consultant
• Employee referral program