Service Management Automation Specialist
hace 2 semanas
About Us:
We are delivering cutting-edge solutions to Fortune 500 customers. Our team is passionate about creating innovative technology that drives business growth. We are seeking a highly motivated Technical Support Engineer to provide exceptional support to our enterprise customers while contributing to QA and customer operations automation initiatives.
Job Summary:
XOPS is seeking a a highly skilled ITSM Administrator with expertise in automation and full-stack engineering to manage and enhance our JIRA Service Management platform. This role focuses on integrating JIRA with tools like PagerDuty, Sentry, and New Relic to streamline processes, improve SLA management, and automate ticket flows. The ideal candidate will collaborate with the engineering team to identify and capture critical alerts while maintaining strong documentation practices and effectively managing Service Desk tickets.
Requirements
Key Responsibilities:
- Automation: Design and implement automated workflows for ticket process flows, triage, and SLA management within JIRA Service Management.
- Integration: Integrate JIRA Service Management with tools such as PagerDuty, Sentry, and New Relic to optimize alert management and improve operational efficiency.
- Alert Management: Collaborate with the engineering team to identify and capture alerts generated by Sentry and ensure seamless integration with incident management workflows.
- SLA Management: Configure and monitor SLA metrics within JIRA, ensuring adherence to service commitments and proactive resolution of potential breaches.
- Documentation: Create and maintain detailed documentation for automated workflows, integrations, and operational processes.
- Ticket Management: Efficiently manage and resolve Service Desk tickets, ensuring high-quality service delivery and user satisfaction.
- Full-Stack Engineering: Leverage full-stack development skills to customize JIRA workflows, scripts, and integrations as required.
- Collaboration: Work closely with cross-functional teams, including IT Operations, Engineering, and Product, to align JIRA capabilities with organizational needs.
Preferred Qualifications:
- Experience: 5+ years of experience in IT Service Management, with strong expertise in JIRA Service Management and tool integrations.
- Full-Stack Development: Proficiency in JavaScript, React, Node.js, Python, SQL, and NoSQL databases.
- Automation Expertise: Experience with Docusaurus, GitHub, and process optimization.
- Tool Expertise: Hands-on experience with PagerDuty, Sentry, and NewRelic for incident and alert management.
- SLA Management: Demonstrated ability to configure and monitor SLAs within ITSM platforms.
- Documentation: Strong skills in creating and maintaining comprehensive technical documentation.
- Communication: Excellent verbal and written communication skills, with the ability to collaborate across technical and non-technical teams.
- Problem-Solving: Strong analytical skills to resolve complex issues innovatively.
Benefits
- Opportunity to work in a dynamic, fast-growing startup with high-impact responsibilities.
- Collaborate with a team of innovative professionals and grow your skills across technical support, QA, and automation.
- Competitive salary and benefits package.
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