ITSM平台工程师
ITSM Platform Engineer
这是一个远程职位。
我们正在寻找ITSM平台工程师加入一个战略转型项目，专注于在Atlassian生态系统内构建和优化企业级ITSM解决方案。这是一个需要亲自参与的角色，涉及Jira Service Management环境中的平台配置、流程设计、自动化和治理。该职位不仅限于管理，还需要对解决方案设计、实施以及ITSM流程的持续改进有很强的责任心。
职责
- 设计并实施Jira Service Management项目，包括请求类型、工作流、队列、SLA和自动化
- 构建和优化ITSM流程，如事件、服务请求、问题、变更和发布
- 在Jira Service Management和Confluence中配置审批流程和流程模型
- 管理用户权限、项目配置和应用治理
- 维护开发、测试和生产环境
- 实现自动化规则并通过API或webhook与外部系统集成
- 支持与Azure AD / Entra ID和SSO的身份和访问集成
- 使用Jira Assets构建和管理CMDB结构
- 创建涵盖SLA、待办事项、趋势和KPI的仪表盘和报告
- 支持审计、合规和文档要求
- 培训和支持内部用户和相关方
- 为Atlassian平台提供二级支持
要求
- 熟练掌握Jira Service Management、Jira和Confluence的管理经验
- 有实施ITSM流程（包括事件、请求、问题、变更和发布）的实际经验
- 对权限方案、角色和治理模型有良好的理解
- 有使用REST API或webhook进行自动化和集成的经验
- 对结构化、质量驱动的流程设计有深入理解
- 有构建和管理Confluence知识库的经验
- 具备良好的沟通能力，能够将业务需求转化为技术解决方案
- 英语流利
加分项
· Atlassian认证，如ACP-420或ACP-120
- 有Jira Assets或CMDB建模和服务映射的经验
- 熟悉可观测性工具，如Opsgenie或Datadog
- 有身份集成经验，如Azure AD / Entra ID、SCIM或SAML
- 有在受监管或治理严格的环境中工作的经验
福利
- 具有竞争力的薪资待遇
- 在跨国环境中工作
查看英文原文
This is a remote position.
We are looking for ITSM Platform Engineers to join a strategic transformation stream focused on building and optimising enterprise ITSM solutions within the Atlassian ecosystem. This is a hands-on role combining platform configuration, process design, automation, and governance across Jira Service Management environments.The role goes beyond administration and requires strong ownership of solution design, implementation, and continuous improvement of ITSM processes.
Responsibilities
- Design and implement Jira Service Management projects including request types, workflows, queues, SLAs, and automation
- Build and optimise ITSM processes such as Incident, Service Request, Problem, Change, and Release
- Configure approval workflows and process models in Jira Service Management and Confluence
- Administer user permissions, project configurations, and app governance
- Maintain environments including development, testing, and production setups
- Implement automation rules and integrate with external systems via APIs or webhooks
- Support identity and access integrations with Azure AD / Entra ID and SSO
- Build and manage CMDB structures using Jira Assets
- Create dashboards and reports covering SLAs, backlog, trends, and KPIs
- Support audit, compliance, and documentation requirements
- Train and support internal users and stakeholders
- Provide second-level support for the Atlassian platform
Requirements
- Strong hands-on experience with Jira Service Management, Jira, and Confluence administration
- Proven experience implementing ITSM processes including Incident, Request, Problem, Change, and Release
- Good understanding of permission schemes, roles, and governance models
- Experience with automation and integrations using REST APIs or webhooks
- Strong understanding of structured, quality-driven process design
- Experience building and managing Confluence knowledge bases
- Strong communication skills and ability to translate business needs into technical solutions
- Fluent English
Nice to have
· Atlassian certifications such as ACP-420 or ACP-120
- Experience with Jira Assets or CMDB modelling and service mapping
- Familiarity with observability tools such as Opsgenie or Datadog
- Experience with identity integrations such as Azure AD / Entra ID, SCIM, or SAML
- Experience working in regulated or governance-heavy environments
Benefits
- Solid, competitive salary
- Work in a multinational environment on international projects
- Comprehensive healthcare
- Long-term B2B contract with a stable project pipeline
- Remote work model
Originally posted on Himalayas