Job Location: Pune (Work from Office)
Employment Type: Full-Time
Experience: 3+ years

Job Overview

We are seeking a highly skilled and motivated Jira Service Management Cloud Specialist with expertise in Robotic Process Automation (RPA) to join our dynamic IT team. This individual will be responsible for designing, implementing, and optimizing cloud-based service request forms, workflows, and RPA processes to automate IT service requests and streamline IT operations within Jira Service Management Cloud. The ideal candidate will have strong cloud expertise, experience with Jira Service Management configuration, and the ability to integrate RPA solutions to enhance service efficiency.

Key Responsibilities
1. Service Request Forms Development (Cloud-Native)
  • Design and develop customized, user-friendly service request forms in Jira Service Management Cloud tailored to business needs.
  • Utilize Jira Cloud automation features to trigger RPA processes based on form submissions, ensuring efficient data handling.
  • Ensure forms are intuitive, cloud-optimized, and ITIL-compliant to enhance user experience and minimize manual intervention.
2. Workflow Configuration & RPA Automation (Cloud Integration)
  • Configure and optimize approval workflows within Jira Service Management Cloud, aligning them with business and ITIL standards.
  • Preferably experience to Integrate RPA tools (e.g., UiPath, Automation Anywhere, AutomationEdge) to automate ticket routing, approvals, data updates, and notifications, reducing human error.
  • Use Jira Cloud automation rules and APIs to create cloud-based workflows that trigger automated tasks across various service desk processes.
3. Jira Service Management Cloud Administration
  • Administer Jira Service Management Cloud projects, service queues, customer portals, and SLAs, ensuring optimal service delivery.
  • Monitor and maintain system performance in a cloud environment, ensuring seamless integrations and automated processes.
  • Manage system upgrades, troubleshooting, and cloud-based solutions to enhance system integrity.
4. Cloud Implementation & RPA Integration
  • Integrate third-party cloud applications and RPA tools into Jira Service Management Cloud to automate repetitive service desk tasks.
  • Implement RPA bots for ticket creation, data updates, status changes, and escalations to improve process speed and accuracy.
  • Utilize cloud APIs and automation rules for seamless integration with other ITSM tools, enabling end-to-end automation.
5. Experience with Complex ITSM Service Requests & Workflows
  • Experience in handling multi-tier service request workflows such as Employee Onboarding, Software Access Management, Incident Escalations, and Change Management Approvals.
  • Designing and implementing multi-step automated approvals, integrating with external systems like HRMS, ERP, and Cloud IAM solutions.
  • Expertise in automating IT service tasks like auto-triaging incidents, AI-driven ticket categorization, and real-time SLA escalations using Jira automation and RPA tools.
6. Collaboration and Support
  • Work with cross-functional teams (IT, HR, Security, etc.) to identify automation opportunities and develop tailored Jira Cloud solutions.
  • Provide training, support, and maintenance to ensure successful adoption of Jira Service Management Cloud and RPA solutions.
  • Develop and maintain clear documentation and knowledge-sharing materials for implemented solutions.
7. Continuous Improvement and Analytics
  • Leverage Jira Cloud’s reporting and analytics to track service desk performance, identify improvement areas, and optimize workflows.
  • Stay updated on new Jira Cloud features, RPA advancements, and best practices to drive innovation in service management.
  • Implement process enhancements based on feedback and analytics to increase service desk efficiency over time.
Qualifications and Skills
  • Cloud Expertise: Proven experience in Jira Service Management Cloud administration, including cloud-based workflows and API integration.
  • Technical Proficiency: Strong skills in Jira Cloud automation rules, Groovy, JavaScript, and cloud-based RPA integration.
  • Problem-Solving: Excellent analytical and troubleshooting skills to resolve technical challenges.
  • Communication: Strong verbal and written skills for stakeholder collaboration and solution documentation.
  • Collaboration: Ability to work across departments to develop automated solutions within Jira Cloud.
Preferred
  • RPA Knowledge: Hands-on experience with RPA tools (UiPath, Automation Anywhere, AutomationEdge) to automate service management processes.
  • Experience with Jira Service Management Cloud administration, including service queues, customer portals, and SLA configuration.
  • RPA integration experience, including automation bots for ticket management, status updates, and escalations.
  • Familiarity with cloud infrastructure, APIs, and automation techniques to streamline service processes.
  • Understanding of ITIL/ITSM frameworks and their implementation in Jira Cloud.
Education & Certifications
  • Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
  • Jira Service Management Cloud Certification or equivalent Atlassian cloud tool certification (preferred).
  • Familiarity with Agile methodologies and Jira Software integration is a plus.
Tools & Technologies
  • Jira Service Management Cloud
  • RPA Tools (UiPath, Automation Anywhere, AutomationEdge)
  • Jira Automation Rules & APIs
  • Groovy, JavaScript
  • Cloud-based ITSM frameworks
  • Agile & ITIL methodologies


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