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Jira Developer – Jira Service Management (JSM)
Location: Manchester or Leeds, UK
Employment Type: Full-time
About the Role
An established organisation is seeking a Jira Developer to manage, configure, develop, and continuously improve its Jira Service Management (JSM) platform.
The role sits within the IT Systems function and will be responsible for ensuring JSM effectively supports IT service management processes, business requirements, automation, integrations, and continuous improvement initiatives.
The successful candidate will combine strong Jira/JSM technical expertise with a solid understanding of ITIL and ITSM practices, working closely with stakeholders to translate operational requirements into effective technical solutions.
Key Responsibilities
Jira Service Management & Platform Development
- Configure and maintain Jira Service Management workflows, fields, forms, screens, queues, and automation rules.
- Develop and maintain business rules, scripts, APIs, and integrations to automate processes and improve service delivery.
- Integrate JSM with other enterprise applications and systems using APIs and automation.
- Maintain platform stability, performance, security, and compliance.
- Administer user accounts, roles, groups, permissions, and access controls.
ITSM & Process Management
- Implement and support ITIL-aligned Incident, Problem, Change, and Service Request Management processes.
- Oversee incident management workflows and ensure effective use of the ITSM platform.
- Support change management processes, ensuring changes are appropriately documented, tested, approved, and implemented.
- Maintain accurate IT asset information and support hardware and software lifecycle management using Jira asset management capabilities.
- Identify opportunities to improve IT service processes through technology and automation.
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Reporting & Continuous Improvement
- Analyse service and platform data to identify trends, issues, and opportunities for improvement.
- Develop insights and recommendations to improve service performance and operational efficiency.
- Support ongoing optimisation of JSM workflows, automation, reporting, and user experience.
- Provide technical support, guidance, and training to JSM users.
- Promote knowledge sharing and collaboration across IT support and service teams.
Stakeholder Management
- Work with business and technical stakeholders to gather requirements and translate them into scalable Jira/JSM solutions.
- Communicate technical concepts clearly to non-technical users.
- Provide solution guidance and support throughout the implementation lifecycle.
- Build strong relationships with users and internal stakeholders to ensure the platform continues to meet evolving business needs.
Essential Skills & Experience
- Degree in Information Technology, Computer Science, or a related discipline, or equivalent relevant professional experience.
- Demonstrable experience administering, developing, or configuring Jira Service Management or another enterprise ITSM platform such as ServiceNow, BMC Remedy, Freshworks, or similar.
- Strong understanding of ITIL processes and ITSM best practices.
- Strong technical knowledge of APIs, integrations, scripting, and automation.
- Experience configuring Jira workflows, forms, fields, automation, permissions, and service management processes.
- Understanding of AI tools, frameworks, governance, and their potential application within ITSM environments.
- Strong analytical and problem-solving skills.
- Excellent attention to detail.
- Strong written and verbal communication skills.
- Ability to explain technical concepts to non-technical stakeholders.
- Strong stakeholder management and solution delivery capabilities.
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Desirable Qualifications
- ITIL Foundation Certification
- Atlassian Certified Professional
- Jira Certified Developer
- Experience with Jira Assets or similar IT asset management platforms.
- Experience integrating Jira/JSM with enterprise applications and systems.
What’s on Offer
- Competitive salary based on experience.
- 25 days annual leave, plus 8 public holidays.
- Additional annual leave based on length of service, up to 5 additional days.
- Workplace pension scheme.
- Tuition reimbursement for career development courses.
- Flexible benefits, including Cycle to Work, Workplace Nursery, and technology schemes.
- Employee discounts and wellbeing benefits.
- Reward and recognition programme.
- Employee referral scheme.
- Discretionary annual performance bonus.
Key Focus Areas
- Jira Service Management
- Jira Development
- ITSM
- ITIL
- Workflow Automation
- APIs & Integrations
- Incident Management
- Change Management
- Asset Management
- Service Delivery
- Continuous Improvement
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