IT Systems Analyst_JSM
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What you'll do
- Administer and maintain JSM projects, queues, request types, and SLA configurations under the guidance of senior engineers
- Triage and manage incoming service requests and incidents within JSM, ensuring timely routing and resolution
- Create and update Jira dashboards, filters, and reports for team leads and managers
- Support onboarding workflows, including provisioning access and managing onboarding service requests in JSM
- Assist in the documentation of IT processes, runbooks, and knowledge base articles in Confluence
- Participate in testing and validating JSM configuration changes before deployment
- Liaise with end users to gather requirements and provide first-line support for JSM-related queries
- Support automation rule creation and maintenance for routine service desk tasks
- Contribute to continuous improvement initiatives for service request and incident management processes
What they're looking for
- 2–3 years of experience working with Jira and/or Jira Service Management
- Familiarity with ITSM concepts including incident management, service requests, and change management
- Understanding of JSM configuration: queues, SLAs, request types, and workflows
- Experience using Confluence for documentation and knowledge management
- Strong analytical and problem-solving skills
- Good written and verbal communication skills in English
- Ability to work effectively across time zones in a global team environment
Nice to have
- ITIL Foundation certification (desirable but not required)
- Exposure to Jira automation rules or basic scripting
- Experience supporting IT onboarding or service desk operations
- Familiarity with monitoring tools or NOC environments is a plus
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About the Role
We are looking for a motivated IT Systems Analyst to support the administration and day-to-day operations of our Jira Service Management platform. This is a generalist role suited to someone with a solid foundation in ITSM tools and a desire to grow within a global enterprise IT environment. You will work alongside senior engineers and service desk teams to ensure smooth delivery of IT services to over 5,000 employees worldwide.
Key Responsibilities
- Administer and maintain JSM projects, queues, request types, and SLA configurations under the guidance of senior engineers
- Triage and manage incoming service requests and incidents within JSM, ensuring timely routing and resolution
- Create and update Jira dashboards, filters, and reports for team leads and managers
- Support onboarding workflows, including provisioning access and managing onboarding service requests in JSM
- Assist in the documentation of IT processes, runbooks, and knowledge base articles in Confluence
- Participate in testing and validating JSM configuration changes before deployment
- Liaise with end users to gather requirements and provide first-line support for JSM-related queries
- Support automation rule creation and maintenance for routine service desk tasks
- Contribute to continuous improvement initiatives for service request and incident management processes
Required Skills & Experience
- 2–3 years of experience working with Jira and/or Jira Service Management
- Familiarity with ITSM concepts including incident management, service requests, and change management
- Understanding of JSM configuration: queues, SLAs, request types, and workflows
- Experience using Confluence for documentation and knowledge management
- Strong analytical and problem-solving skills
- Good written and verbal communication skills in English
- Ability to work effectively across time zones in a global team environment
Preferred Qualifications
- ITIL Foundation certification (desirable but not required)
- Exposure to Jira automation rules or basic scripting
- Experience supporting IT onboarding or service desk operations
- Familiarity with monitoring tools or NOC environments is a plus
About Us
From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!
Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.
We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.
At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.
Amazing growth requires amazing employees. Are you up to the challenge?
We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!
MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.
We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!
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