Atlassian Platform & ITSM Engineer

Atlassian Platform & ITSM Engineer

Fully Remote
We are looking for an Atlassian Platform & ITSM Engineer to support the Architecture & Service Excellence SDLCNext Support Team within the Program Executive Office, Defense Healthcare Management Systems (PEO DHMS). This is a hands-on enterprise tooling role that combines Atlassian platform engineering and administration, business/process analysis, IT service management (ITSM), technical delivery, and customer-facing solution design within the SDLCNext environment.
The role will work directly with Government users, process owners, platform administrators and engineers, vendors, and Workforce 3.0 teammates to translate operational needs into scalable platform solutions. The individual will help manage the full lifecycle of SDLCNext enhancements and support - from requirements discovery, process design, configuration, testing, and implementation through user enablement, incident/problem resolution, reporting, and continuous improvement.
SDLCNext is an enterprise Atlassian environment supporting software-development-lifecycle and ITSM activities across PEO DHMS. Success in this role requires someone who can move comfortably between stakeholder conversations and hands-on platform work: clarify an ambiguous business problem, design a practical workflow, configure and validate the solution, coordinate approvals and release activities, communicate the change, and support users after deployment.

JOB RESPONSIBILITIES:

Lead solution consulting, requirements, and delivery

• Partner directly with Government and contractor user groups to understand business processes, pain points, service needs, and platform requirements.
• Translate requirements into clear process flows, solution options, implementation proposals, delivery timelines, risks, dependencies, and decision points.
• Manage platform enhancements and process-improvement efforts from intake through design, configuration, testing, release, adoption, and closure.
• Conduct gap analyses and assess proposed changes, new capabilities, and emerging technologies; provide concise recommendations grounded in user value, technical feasibility, governance, and operational impact.
• Facilitate technical working sessions and maintain action, risk, issue, and decision follow-through across multiple simultaneous workstreams.

Administer and configure SDLCNext / Atlassian capabilities

• Configure and maintain Jira, Jira Service Management (JSM), Confluence, and related SDLCNext capabilities in coordination with platform and application administrators.
• Create and maintain projects/spaces, workflows, work and request types, fields, screens, schemes, roles, permissions, notifications, automations, dashboards, and other configuration artifacts.
• Perform or coordinate user and access administration, applying role-based access and least-privilege principles appropriate to the environment.
• Execute and validate configuration changes in test/sandbox and production environments using disciplined change, verification, and rollback practices.
• Maintain configuration baselines and improve consistency across project areas, workflows, data attributes, and presentation standards; identify and remediate obsolete or duplicative configurations.

Support ITSM operations and platform reliability

• Provide responsive Tier 1/2 support for service requests, access issues, workflow/configuration questions, defects, and other SDLCNext user needs; coordinate escalation when deeper platform or vendor support is required.
• Support incident and problem management by documenting symptoms, reproducing issues, organizing evidence, identifying contributing factors, tracking corrective actions, and communicating status to stakeholders.
• Prepare research packages and coordinate with software/system vendors and Tier-3 support for complex defects, product questions, and enhancement requests.
• Plan and support releases, upgrades, patches, maintenance activities, and capability-adoption efforts while minimizing disruption to users and maintaining operational continuity.
• Use service, incident, request, adoption, and platform data to identify recurring issues, prioritize improvements, and improve transparency of support performance.

Integrations, automation, reporting, and analytics

• Facilitate integration requests and support the design, implementation, testing, and sustainment of integrations between SDLCNext and adjacent tools or services.
• Use Jira Automation, REST APIs, scripting/plugins, or other fit-for-purpose methods to reduce manual work and improve workflow quality and consistency.
• Develop and maintain queries, dashboards, reports, and metrics that provide useful operational and management insight.
• Evaluate new Atlassian capabilities and add-ons for applicability, maintainability, security, and value before recommending adoption.

Drive adoption, documentation, and knowledge continuity

• Create and maintain job aids, SOPs, configuration documentation, operating guidance, and other materials that make support processes repeatable and auditable.
• Conduct new-user training, targeted user education, demonstrations, and knowledge-sharing sessions; tailor guidance to both technical and non-technical audiences.
• Cross-train team members and administrators on design, configuration, troubleshooting, and monitoring practices to reduce single points of failure.
• Support tool/platform transitions, contract transitions, and knowledge-transfer activities by documenting current-state configurations, open issues, dependencies, and operating procedures.

BASIC JOB REQUIREMENTS:

• 5+ years of combined experience in enterprise platform engineering or administration, business/process analysis, ITSM, software lifecycle tooling, technical delivery, or a closely related discipline.
• Demonstrated hands-on experience administering Jira and/or Jira Service Management in an enterprise environment, including workflows, fields, screens, schemes, permissions/roles, notifications, automations, and user access.
• Experience supporting Confluence and integrating Atlassian tools with other enterprise systems; familiarity with REST APIs, ScriptRunner, marketplace applications, or similar extension mechanisms is strongly preferred.
• Working knowledge of ITSM practices including service request, incident, problem, change, release, and configuration management.
• Demonstrated ability to gather requirements, map processes, analyze gaps, develop solution recommendations, and manage technical changes through implementation and adoption.
• Experience operating in a controlled production environment with disciplined testing, documentation, access control, change management, and stakeholder communications.
• Prior federal, DoD, or other highly regulated technology experience; DHA / PEO DHMS / Military Health System experience is highly preferred.
• Current CompTIA Security+ or equivalent DoD-aligned certification is strongly preferred and may be required for assigned administrative access.
• Bachelor's degree in Information Technology, Computer Science, Engineering, Information Systems, Business, Project Management, or a related field is preferred; equivalent relevant experience will be considered.
• U.S. citizenship and ability to obtain and maintain a Common Access Card (CAC) and required access to DHA systems and environments.

PREFERRED EXPERIENCE & CERTIFICATIONS:

• Atlassian administration certification or advanced Jira/JSM administration training; experience with Atlassian Data Center is particularly valuable.
• ITIL certification or practical experience applying ITIL-aligned service-management practices.
• ITIL, Atlassian, Agile, Scrum, SAFe, PMP/CAPM, or comparable platform, service-management, or delivery certification.
• Experience modernizing or migrating legacy ALM/ITSM environments (including IBM Jazz / Engineering Lifecycle Management) to Atlassian or another enterprise platform.
• Experience with enterprise workflow automation, dashboarding/analytics, and platform-governance standardization.

KEY COMPETENCIES:

• Hands-on problem solving: comfortable moving from user conversation to configuration detail, testing, troubleshooting, and follow-through.
• Structured technical delivery: manages scope, timelines, dependencies, actions, risks, decisions, and communications without losing technical detail.
• Customer orientation: translates user needs into practical solutions while setting appropriate expectations and protecting platform standards.
• Technical judgment: understands when to configure, automate, integrate, escalate, or simplify rather than defaulting to unnecessary customization.
• Clear, concise written and verbal communication with the ability to explain technical decisions to Government, business, and engineering stakeholders.
• Strong collaboration and influence across Government, prime/subcontractor, platform, vendor, and end-user communities.
• Meticulous attention to detail, documentation discipline, sound judgment, and the ability to manage competing priorities in a fast-moving environment.

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