IT Functional Analyst - Jira Service Management

Functional Analyst – Jira Service Management (JSM). 
 

Job Description:-

Role Overview 

We are looking for a functional analyst who will help design and configure JSM to support, optimize, and expand our internal service management (IT, HR, legal, ...) capabilities.

In this role, you will act as the bridge between business stakeholders, service teams, and technical teams to translate requirements into effective JSM configurations and workflows. You will help drive process improvements, enhance user experience, and support the continuous evolution of our service management environment. 

Key Responsibilities 

Jira Service Management Design & Configuration 

• Design, configure, and maintain JSM projects, including request types, forms, workflows, assets, SLAs, queues, and permissions according to best practices. 

• Implement and manage automation rules and light scripting to streamline service operations. 
• Setup and maintain asset management design (object models, relationships, lifecycle).
• Support integration with other platforms such as Salesforce, SAP, Intune, Qualys, MS Defender, ...

Stakeholder Collaboration & Process Improvement 

• Think along on process and solution design
• Document what you build (configuration overviews, simple diagrams) and keep it up to date.

• Identify opportunities to improve efficiency through better design or technical solutions. 

• Troubleshoot configuration issues and support the service teams in day-to-day usage. 

• Assist in user acceptance testing, onboarding, training, and documentation.

Required Skills & Experience 

Technical Skills 

• Bachelor in an Information Technology related field or equivalent through experience.
• Basic scripting experience to complement configuration work, for example: Groovy / Python or similar 
• Experience with APIs, integrations, and data flows. 
• Experience in IT, system administration or application support
• Knowledge of Confluence, Jira Software, JSM, ServiceNow is a plus. 
• Experience implementing ITSM practices (Incident, Change, Problem, CMDB, Knowledge).  

Analytical Skills 

• Structured analytical thinking
• Breaks a business process into clear steps, data elements, and rules.
• Can model “as‑is” vs “to‑be” processes for IT, HR, Legal, etc.

• Problem-solving mindset with a structured, analytical approach. 

Soft Skills 

• Pragmatic: can balance ideal design with practical constraints (time, budget, legacy). 
• End-to-end ownership mindset: from requirement to tested configuration and handover. 

• Ability to work independently and collaboratively in cross functional teams. 

• Strong attention to detail and proactive attitude. 

• Eager to learn.
• Communicative, pro-actively inform colleagues and stakeholders on status, issues and when things get stuck.

Nice-to-Have 

• Jira Administration certification (ACP300 or ACP400).