BETSOL
Tech / AI / Software
AtlassianEngineer
Neural analysis suggests this role is
optimal for mid candidates.
“Atlassian Engineer at BETSOL. Skills: Jira Service Management (JSM), Jira Software, Confluence, ITSM, ITIL. Design, implementation, administration, and continuous improvement of the Atlassian ecosystem. Primary ownership of Jira Service Management (JSM) as the enterprise ITSM platform”
What You'll Achieve.
Ensure scalable, secure, and highly available service management workflows; reduce time-to-market for customers; reduce operational overhead
Industry & Context.
Troubleshoot workflow, permission, and performance issues
What They're Looking For.
Must Have
hands-on experience with Jira Service Management (JSM), hands-on experience with Jira Software, hands-on experience with Confluence, Deep understanding of workflow design and customization, Deep understanding of JQL (Jira Query Language), Deep understanding of SLA configuration, Experience with REST APIs and integrations, Solid understanding of ITIL frameworks (Incident, Problem, Change), Experience implementing ITSM tools in enterprise environments, Experience with SSO (SAML/OAuth), Experience with Directory services (LDAP/AD)
Nice to Have
Atlassian Certified Professional (ACP-100, ACP-400, ACP-620 or equivalent), ITIL Foundation / Intermediate Certification, Understanding of cloud environments (AWS/Azure)
What You'll Do.
and continuous improvement of the Atlassian ecosystem
Primary ownership of Jira Service Management (JSM) as the enterprise ITSM platform
and highly available service management workflows aligned with ITIL practices
Integrate Atlassian tools into the broader infrastructure and DevOps ecosystem
Administer and maintain Jira Service Management
and Confluence (Cloud/Data Center)
Ensure platform performance
and plugin lifecycle management
Design and implement ITSM processes in JSM: Incident Management
Service Request Management
and escalation policies
Align configurations with ITIL v3/v4 best practices
Build service catalogs and customer portals
Develop automation using Jira Automation (native rules)
Scripting (Groovy via ScriptRunner
Integrate Atlassian tools with Identity providers (Azure AD / Okta / LDAP)
Monitoring tools (Dynatrace
CI/CD pipelines (Jenkins
Collaboration tools (Slack
Implement and manage role-based access control (RBAC)
Ensure compliance with enterprise security policies and audit requirements
Manage data classification
and backup strategies
Create dashboards and reports for SLA compliance
Build custom reports using JQL and plugins (e. g.
Provide data insights to leadership and operations teams
Provide L2/L3 support for Atlassian tools
Troubleshoot workflow
and performance issues
Define governance standards: Naming conventions
Workflow standardization
Conduct user training and documentation
Evaluate and implement new Atlassian features and plugins
Optimize system performance and reduce operational overhead
Drive adoption of best practices across engineering and operations teams
How You'll Work.
Team & Collaboration
Drive adoption of best practices across engineering and operations teams
Communication Scope
Provide data insights to leadership and operations teams; Conduct user training and documentation
Process & Methodology
Manage projects, workflow design and customization, Change Management
Full Job Description
Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India. We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities. Learn more at [betsol.com](https://www.betsol.com/) Role Summary The Atlassian Engineer is responsible for the design, implementation, administration, and continuous improvement of the Atlassian ecosystem, with primary ownership of Jira Service Management (JSM) as the enterprise ITSM platform. This role ensures scalable, secure, and highly available service management workflows aligned with ITIL practices, while integrating Atlassian tools into the broader infrastructure and DevOps ecosystem. Key Responsibilities Platform Ownership & Administration * Administer and maintain Jira Service Management, Jira Software, and Confluence (Cloud/Data Center) * Manage projects, workflows, screens, fields, permission schemes, notification schemes, SLAs, and request types * Ensure platform performance, availability, and reliability (including clustering for DC environments if applicable) * Perform upgrades, patching, and plugin lifecycle management ITSM Implementation & Optimization * Design and implement ITSM processes in JSM: * Incident Management * Problem Management * Change Management * Service Request Management * Knowledge Management * Configure SLAs, queues
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