ITSM Platform Engineer (Atlassian)

For one of our clients, we are looking for an ITSM Platform Engineer (Atlassian).

Role Description:

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 client's 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.

Apply if you have:

• 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.

• Passion for enablement and change management; team player with a hands-on mindset.

• Good English skills (min. B2).

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:

• Rate: Please include your financial expectations.

• B2B contract signed with SHIMI

• Flexible working model: remote/hybrid/onsite

• Benefits: Co‑financing of a private medical care and sports card package

• Start: ASAP