Atlassian Engineer

Role Summary

The Atlassian Engineer is responsible for the design, implementation, administration, and continuous improvement of the Atlassian ecosystem, with primary ownership of Jira Service Management (JSM) as the enterprise ITSM platform. This role ensures scalable, secure, and highly available service management workflows aligned with ITIL practices, while integrating Atlassian tools into the broader infrastructure and DevOps ecosystem.

Key Responsibilities

Platform Ownership & Administration

• Administer and maintain Jira Service Management, Jira Software, and Confluence (Cloud/Data Center)
• Manage projects, workflows, screens, fields, permission schemes, notification schemes, SLAs, and request types
• Ensure platform performance, availability, and reliability (including clustering for DC environments if applicable)
• Perform upgrades, patching, and plugin lifecycle management

ITSM Implementation & Optimization

• Design and implement ITSM processes in JSM:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
  • Knowledge Management
• Configure SLAs, queues, automation rules, and escalation policies
• Align configurations with ITIL v3/v4 best practices
• Build service catalogs and customer portals

Automation & Integration

• Develop automation using:
  • Jira Automation (native rules)
  • REST APIs
  • Webhooks
  • Scripting (Groovy via ScriptRunner, if used)
• Integrate Atlassian tools with:
  • Identity providers (Azure AD / Okta / LDAP)
  • Monitoring tools (Dynatrace, SolarWinds, etc.)
  • CI/CD pipelines (Jenkins, GitHub Actions, Bitbucket)
  • Collaboration tools (Slack, MS Teams)

Security & Access Control

• Implement and manage role-based access control (RBAC)
• Configure SSO, MFA integrations, and directory sync
• Ensure compliance with enterprise security policies and audit requirements
• Manage data classification, retention, and backup strategies

Reporting & Analytics

• Create dashboards and reports for:
  • SLA compliance
  • Incident trends
  • MTTR / MTTA
  • Change success rate
• Build custom reports using JQL and plugins (e.g., eazyBI, Structure)
• Provide data insights to leadership and operations teams

User Support & Governance

• Provide L2/L3 support for Atlassian tools
• Troubleshoot workflow, permission, and performance issues
• Define governance standards:
  • Naming conventions
  • Project templates
  • Workflow standardization
• Conduct user training and documentation

Continuous Improvement

• Evaluate and implement new Atlassian features and plugins
• Optimize system performance and reduce operational overhead
• Drive adoption of best practices across engineering and operations teams