JIRA Workflow Specialist - Service Management

- Design, build, and maintain JSM workflows, including request, incident, problem, and change management processes. - Create and optimise automation rules to streamline ticket handling and escalation processes. - Develop and manage Proforma forms for structured data capture and improved user experience. - Configure and support ITSM modules (Request, Incident, Problem, Change, Asset, and Configuration Management). - Administer and maintain the Assets module (Insight), including asset schema design, custom field integrations, and attribute-based automation and relationships. - Implement and manage webhooks to integrate JSM with third-party systems and internal platforms. - Develop reports and dashboards to track SLAs, performance metrics, and service trends. - Administer Crowd/Access for user management, roles, and permission schemes across the Atlassian suite. - Create and configure Jira projects, including permission schemes, issue types, and notification settings. - Build and manage Kanban boards for Agile teams, ensuring alignment with sprint and workflow practices. - Develop and refine team workflows to support project tracking, task management, and continuous delivery. - Design and maintain dashboards and reports for team performance, backlog health, and throughput analysis. - Create and maintain a Knowledge Base integrated with JSM for user self-service and internal documentation. - Build Confluence pages, templates, and hierarchies to support knowledge sharing and operational transparency. - Implement tagging and labelling conventions to ensure discoverability and content consistency.