IT Infrastructure & Systems Analyst

Job Description

Role Overview

• Primary POC for JIRA Service Management (JSM), Confluence Knowledge base, and Asset Management/CMDB.

JSM Administration & ITSM Implementation

• Configure, implement, and maintain JSM projects across:

• Incident, Change, Problem, and Asset Management

• Manage integrations with enterprise systems (monitoring tools, CI/CD, CRM) using APIs, webhooks, and third-party apps.

• Monitor JIRA platform health and performance:

• Upgrades, patching, data cleanup, and uptime management.

• Lead technical implementation and optimization of ITIL processes:

• Incident, Change, and Problem Management workflows.

• Maintain and optimize CMDB and IT Asset Inventory:

• Accurate lifecycle tracking for incident resolution and compliance.

Helpdesk & Vendor Performance Management

• Monitor daily operational performance of external helpdesk and IT service vendors.

• Lead SLA and OLA governance and performance analysis.

• Build automated JIRA dashboards and reports:

• Service trends, root causes, vendor efficiency, and improvement opportunities.

• Conduct operational review meetings using JIRA data to assess quality, accuracy, and process adherence.

• Perform process compliance audits for Incident, Request, and Change Management.

• Manage critical escalations and act as primary IT liaison for vendor performance issues.

Training & Enablement

• Deliver JSM and ITSM training to internal IT teams and external vendors.

• Enable vendors on customized JIRA workflows and internal IT processes.

Requirement

• 5+ years of experience in IT Service Management.

• Strong knowledge of JSM, Atlassian ecosystem, and JQL.

• Scripting/automation experience (Groovy, Python) is an advantage.

• Strong data analysis skills for identifying trends and service improvements.

• Experience managing external IT service vendors.

• Preferred certifications: Atlassian Certified, ITIL v4 Foundation or higher.