Atlassian Engineer - ITSM Platform Specialist

Atlassian Engineer

Company Description

Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.  

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.  

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.  

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India.  

We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.

Learn more at betsol.com

Job Description

About the Role

The Atlassian Engineer will be responsible for the design, administration, and continuous improvement of the Atlassian ecosystem, with primary ownership of Jira Service Management (JSM) as the enterprise ITSM platform. The role focuses on building scalable, secure, and reliable service management workflows aligned with ITIL best practices, while integrating Atlassian tools with enterprise infrastructure and DevOps systems.

Responsibilities

• Administer and maintain Jira Service Management, Jira Software, and Confluence (Cloud / Data Center) • Configure and manage projects, workflows, screens, custom fields, permissions, notification schemes, SLAs, and request types

• Design and implement ITSM processes - incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management

• Configure service catalogs, queues, automation rules, and escalation policies

• Ensure platform availability, performance, and reliability (including clustering for Data Center environments, where applicable)

• Perform platform upgrades, patching, and marketplace app lifecycle management

• Build and manage integrations using REST APIs, webhooks, and automation rules

• Integrate Atlassian tools with Identity Providers, monitoring tools, CI/CD pipelines, and collaboration platforms

• Implement role-based access control, SSO, and directory synchronization

• Build dashboards and reports for SLA compliance, incident trends, MTTR/MTTA, and change success rates

• Provide L2/L3 support and troubleshooting for workflows, permissions, and performance issues

• Define governance standards including project templates, naming conventions, and workflow standardization

• Drive continuous improvement through adoption of new Atlassian features and best practices

Looking For

• Strong hands-on experience administering Atlassian tools in enterprise environments

• Experience implementing and governing ITSM processes end-to-end

• Ability to work closely with IT, engineering, and operations stakeholders

Mandatory Skills

A.Technical Skills

• Jira Service Management (JSM)

• Jira Software • Confluence

• Workflow design and customization

• JQL (Jira Query Language)

• SLA configuration

• REST APIs and third-party integrations

• ITSM implementation experience

• Strong understanding of ITIL frameworks (Incident, Problem, Change)

• SSO integrations (SAML / OAuth)

• Directory services (LDAP / Active Directory)

B.Soft Skills

• Strong communication and stakeholder management skills

• Analytical and problem-solving ability

• Ability to collaborate with cross-functional teams

Good to Have Skills

• Experience with Atlassian marketplace apps such as ScriptRunner, eazyBI, and Structure

• Exposure to cloud platforms (AWS / Azure)

• Atlassian certifications (ACP series)

• Experience in large enterprise or product-based environments

• ITIL Foundation or higher certification preferred

Qualifications

Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent professional experience

Additional Information

Work timings : 2pm to 11pm IST with flexibility as required as per business needs