Jira Engineer – ITSM Implementation (Data Center)- Kuwait

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We are seeking an experienced Jira Engineer with strong expertise in Jira Service Management (JSM) Data Center and Confluence Data Center, to lead the implementation of a scalable, ITIL-aligned ITSM solution. The ideal candidate will possess both deep technical skills and strong functional understanding of ITSM practices.


Key Responsibilities:

ITSM Platform Implementation:

  • Propose, architect, and implement Jira Service Management Data Center and Confluence Data Center.
  • Design and configure workflows and automation in line with ITIL-based Incident, Problem, Change, and Service Request Management.
  • Setup a multilingual self-service portal integrated with Confluence Knowledge Base.
  • Implement JSM Assets (CMDB) for asset lifecycle management.

Workflow & Automation:

  • Configure custom workflows, request types, SLAs, automation rules, and escalation policies.
  • Build SLA calendars, breach alerts, and routing logic based on ticket categories.
  • Create dynamic forms and role-based access for different departments (IT, HR, Facilities, Admin).

Integrations & Access Control:

  • Integrate with Azure AD/LDAP (SSO), email servers (IMAP/SMTP), and HR systems/APIs.
  • Work with vendors to define and document required REST APIs for 3rd-party system integration.

Reporting & Dashboards:

  • Design real-time, interactive dashboards and reports for SLA tracking, workload distribution, service metrics, and compliance.
  • Enable department-level analytics and ensure audit-readiness.

Confluence Knowledge Base:

  • Link Confluence pages for automated knowledge suggestions during ticket submission.
  • Define knowledge structure and permissions for internal users.

Mobile & User Experience:

  • Ensure optimized experience on iOS and Android native JSM apps.
  • Customize portal UI for intuitive and localized user experience.


Required Skills and Experience:

Technical Skills:

  • At least 3 years hands-on with Jira Service Management (preferably Data Center edition).
  • 2+ years experience implementing or managing Confluence as a Knowledge Base.
  • Expertise in configuring advanced JIRA workflows, custom fields, automation, and SLA metrics.
  • Experience with JSM Assets/Insight CMDB.
  • Strong understanding of REST APIs, webhooks, and middleware for system integration.
  • Knowledge of LDAP/SSO (Azure AD) integration.
  • Familiarity with infrastructure requirements for DC setup.

ITSM/Process Understanding:

  • Solid understanding of ITIL practices.
  • Experience implementing service catalogs, change management with risk matrices, and CAB workflows.
  • Proven experience in ITSM/ITIL-aligned environments, ideally with exposure to multi-department ticketing systems and CMDB/Asset Management tools.

Other:

  • Ability to collaborate across departments (IT, HR, Admin, Facilities).
  • Excellent documentation and communication skills.
  • Experience supporting large-scale or multi-entity Jira environments.




Skills

Preferred Qualifications:

  • Atlassian certification in Jira Service Management or Jira Administration.
  • Experience with scripting tools like Groovy (ScriptRunner), Java, or Automation for Jira.
  • Knowledge of Atlassian Guard or Crowd for enterprise security.


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