JSM Developer/Platform Engineer

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 (P1P5) 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 SalesforceJSM 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