Service Management Specialist

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