Atlassian Engineer - ITSM Platform Specialist

Atlassian Engineer

Company Description

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and 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 best-in-class performance.

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

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

We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.

Learn more at betsol.com

Job Description

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

Qualifications

Core Technical Skills

• Strong hands-on experience with:
  • Jira Service Management (JSM)
  • Jira Software
  • Confluence
• Deep understanding of:
  • Workflow design and customization
  • JQL (Jira Query Language)
  • SLA configuration
• Experience with REST APIs and integrations

ITSM & Process Knowledge

• Solid understanding of ITIL frameworks (Incident, Problem, Change)
• Experience implementing ITSM tools in enterprise environments

Infrastructure & Identity

• Experience with:
  • SSO (SAML/OAuth)
  • Directory services (LDAP/AD)
• Understanding of cloud environments (AWS/Azure) is a plus

Preferred Qualifications

• Atlassian Certified Professional (ACP-100, ACP-400, ACP-620 or equivalent)
• ITIL Foundation / Intermediate Certification