For one of our clients, we are looking for an ITSM Platform Engineer (Atlassian).

Role Description:

Multi-tenant JSM Setup

Designing and implementing tenant-specific JSM projects, including organizational/customer structures, role and permission models, issue security, and data residency settings (EU/DE).
Setting up service portals, request types, forms, queues, SLAs, OLA metrics, prioritization, and escalation rules.

ITSM Process Support

Modeling and continuously improving Incident, Service Request, Problem, Change, and Release processes in JSM, including CAB/change calendars, maintenance windows, and approval workflows.
Mapping runbooks and known errors in Confluence (KCS-oriented); linking Knowledge Base ↔ JSM.

Platform Administration (Jira, Confluence & JSM)

User and group management, role and permission schemes, project and space administration, Marketplace app governance.
Operation, maintenance, and further development: version/release management, testing in staging sandboxes, backup/restore, performance tuning, license and cost tracking.

Automation & Integrations

Implementing automation rules (Automation for Jira); setting up notifications, escalations (e.g. Opsgenie/On-Call), and approval-based flows.
Building integrations with Microsoft Dynamics 365 (Kraftwerk), Azure AD/Entra ID (SSO/SCIM), monitoring/alerting tools (e.g. Azure Monitor), security tooling, and CI/CD pipelines where applicable.

CMDB / Assets & Observability

Modeling services and CIs in JSM Assets (CMDB); maintaining relationships via service and business maps; connecting discovery/import sources.
Linking incidents/changes to CIs for risk assessments and impact analysis.

Reporting & Compliance

Creating dashboards and reports: SLAs, turnaround times, backlog, trend analyses, KPIs for contracts/SLAs.
Ensuring compliance with ISO 27001/BSI requirements, GDPR, auditability (logging, traceability), change control, and documentation.
Supporting client's internal risk assessments.

Enablement & Support

Training and coaching PICS and customer users (Service Desk L1/L2, Process Owners, Key Users).
Providing 2nd-level support for the Atlassian platform; coordinating with L3/vendors.

Apply if you have:

Several years of hands-on experience administering and configuring Atlassian Jira Service Management, Jira, and Confluence (Cloud and/or Data Center).
Proven track record implementing ITIL-based ITSM processes in JSM (Incident / Request / Problem / Change / Release), including SLAs, queues, workflows, and permissions.
In-depth understanding of multi-tenant separation, RBAC, issue security, and data protection (GDPR) – ideally in managed-service or MSP environments.
Experience with Automation for Jira and integrating external systems via REST APIs / webhooks; confident designing interface and data models.
Knowledge of SSO/identity management (Azure AD / Entra ID, SCIM, SAML/OIDC) and role/group concepts.
Practical experience building knowledge bases in Confluence following KCS principles.
Strong customer focus with the ability to translate complex requirements into robust, maintainable JSM solutions.
Structured, quality- and security-oriented working style; strong documentation skills and audit readiness.
Passion for enablement and change management; team player with a hands-on mindset.
Good English skills (min. B2).

Offer:

ITSM Platform Engineer (Atlassian)