Atlassian Platform Specialist

12 Month Contract

On-site Dallas

The Atlassian Platform Specialist will serve as the primary administrator of the firm's Atlassian tooling stack. Working as an embedded contractor within the ITSM function and reporting to the ITSM Manager, the contractor will hold full administrator access across JSM Cloud, Jira Assets, Opsgenie, and supporting Confluence spaces. The role acts as a force multiplier alongside concurrent ITSM implementation work already underway — taking process designs and governance decisions from the ITSM Manager and realising them in the tooling.

This is a hands-on configuration and delivery role, not a process consulting or governance advisory engagement. Process design, workflow design, SLA target-setting, and governance authority remain with the ITSM Manager.
Responsibilities:

• Implement and maintain the JSM service project, request types, queues, SLA timers, escalation rules, automation rules, business hours calendars, permission schemes, and notification schemes
• Configure workflows for Incident, Change, Problem, Service Request, and Knowledge Management practices to specifications provided by the ITSM Manager
• Design, build, and maintain the Jira Assets (CMDB) IT Service object schema, asset classes, object types, and attributes; import initial data and populate the service registry; build CMDB relationships for impact analysis and dependency mapping
• Configure Opsgenie on-call schedules, escalation policies, and alert routing rules; build alert-to-incident integration with JSM for Tier 1 services; integrate with OpenObserve for alert ingestion and implement alarm correlation and noise reduction strategies
• Configure SLA timers linked to service tier definitions and build executive and operational dashboards covering MTTA, MTTR, SLA compliance, change success rate, repeat incident rate, and ticket volume; implement automated monthly and quarterly reporting cadence and publish the Common Operating Picture (COP)
• Implement JSM and Jira automation rules covering workflow transitions, approvals, notifications, escalations, customer communications, priority matrix calculations, stale-ticket reminders, and SLA breach warnings
• Configure the JSM Help Center and customer-facing service portal, including branding, request type organisation, conditional forms, and all communication channels (email with custom DNS, Slack/Teams, widget)
• Link the Confluence knowledge base to the JSM portal, configure article suggestions on request forms, ensure portal search surfaces KB articles, and author an initial set of 10–15 KB articles covering core request and incident types
• Document all configurations, design decisions, and runbooks throughout the engagement; deliver structured knowledge transfer to the ITSM Analyst and internal team to ensure the internal team can sustain configurations post-engagement

Requirements:

• 3+ years of hands-on JSM Cloud administration and configuration (Cloud specifically, not Data Center or Server)
• Deep expertise in Jira Assets (formerly Insight): object schema design, automation rules, import/export, and AQL
• Opsgenie configuration experience: on-call management, alert routing, and integrations
• Strong working knowledge of ITIL4 practices: Incident, Change, Problem, Service Request, Knowledge Management, and Configuration Management
• Proven experience configuring SLA timers, escalation rules, and queue management in JSM
• Proven ability to build ITSM dashboards and operational reporting in JSM and Jira
• Experience with JSM automation rules and Jira automation (formerly Automation for Jira)
• Experience configuring JSM Help Center, customer portals, and self-service interfaces
• Atlassian certification preferred: ACP-620 (Managing Jira Service Management for Cloud) or ACP-JSD, or equivalent demonstrable experience
• Background in greenfield ITSM implementations — building from scratch rather than inheriting an existing configuration
• Excellent documentation discipline and a structured approach to knowledge transfer
• Strong problem-solving skills; self-driven and comfortable working in a fast-moving environment with concurrent workstreams
• Experience with OpenObserve or similar observability platforms (desirable)
• Confluence administration experience including knowledge base structures and portal-KB integration (desirable)
• Experience with email channel DNS configuration, SSO/SAML, and Slack/Teams integrations (desirable)