Jira Engineer – ITSM Implementation (Data Center)- Kuwait – Diyar United Company

We are seeking an experienced Jira Engineer with strong expertise in Jira Service Management (JSM) Data Center and Confluence Data Center, to lead the implementation of a scalable, ITIL-aligned ITSM solution. The ideal candidate will possess both deep technical skills and strong functional understanding of ITSM practices.

Key Responsibilities:

ITSM Platform Implementation:

• Propose, architect, and implement Jira Service Management Data Center and Confluence Data Center.
• Design and configure workflows and automation in line with ITIL-based Incident, Problem, Change, and Service Request Management.
• Setup a multilingual self-service portal integrated with Confluence Knowledge Base.
• Implement JSM Assets (CMDB) for asset lifecycle management.

Workflow & Automation:

• Configure custom workflows, request types, SLAs, automation rules, and escalation policies.
• Build SLA calendars, breach alerts, and routing logic based on ticket categories.
• Create dynamic forms and role-based access for different departments (IT, HR, Facilities, Admin).

Integrations & Access Control:

• Integrate with Azure AD/LDAP (SSO), email servers (IMAP/SMTP), and HR systems/APIs.
• Work with vendors to define and document required REST APIs for 3rd-party system integration.

Reporting & Dashboards:

• Design real-time, interactive dashboards and reports for SLA tracking, workload distribution, service metrics, and compliance.
• Enable department-level analytics and ensure audit-readiness.

Confluence Knowledge Base:

• Link Confluence pages for automated knowledge suggestions during ticket submission.
• Define knowledge structure and permissions for internal users.

Mobile & User Experience:

• Ensure optimized experience on iOS and Android native JSM apps.
• Customize portal UI for intuitive and localized user experience.

Required Skills and Experience:

Technical Skills:

• At least 3 years hands-on with Jira Service Management (preferably Data Center edition).
• 2+ years experience implementing or managing Confluence as a Knowledge Base.
• Expertise in configuring advanced JIRA workflows, custom fields, automation, and SLA metrics.
• Experience with JSM Assets/Insight CMDB.
• Strong understanding of REST APIs, webhooks, and middleware for system integration.
• Knowledge of LDAP/SSO (Azure AD) integration.
• Familiarity with infrastructure requirements for DC setup.

ITSM/Process Understanding:

• Solid understanding of ITIL practices.
• Experience implementing service catalogs, change management with risk matrices, and CAB workflows.
• Proven experience in ITSM/ITIL-aligned environments, ideally with exposure to multi-department ticketing systems and CMDB/Asset Management tools.

Other:

• Ability to collaborate across departments (IT, HR, Admin, Facilities).
• Excellent documentation and communication skills.
• Experience supporting large-scale or multi-entity Jira environments.

Job Details

Preferred Candidate

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