Role: Jira Service Management Intake Automation Developer
Location: Brampton, ON | East Scarborough, ON | Etobicoke, ON | Guelph, ON | Hamilton, ON | Kitchener, ON | Milton, ON | North York, ON | Ontario Nes, ON | Oshawa, ON
Hiring Mode: Contract
Pay: CAD 45-50/Hr.
Role Overview:
- We are seeking a Jira Service Management Intake Automation Developer to design, develop, and maintain scalable intake platforms that streamline how teams submit, triage, prioritize, route, and track work across the enterprise.
- This role combines Jira Service Management (JSM) administration and workflow automation with Java and Python development, API integrations, and AI-driven automation to improve request quality, operational efficiency, and decision-making. The successful candidate will own the end-to-end lifecycle of intake solutions, from requirements gathering and workflow design to implementation, deployment, monitoring, and continuous improvement.
Key Responsibilities
- Design, configure, and maintain Jira Service Management portals, intake forms, request types, custom fields, workflows, approvals, queues, SLAs, permissions, and validation rules.
- Develop automation solutions to classify, prioritize, route, assign, and track requests while minimizing manual intervention.
- Create reusable workflows for task creation, subtasks, dependencies, notifications, escalations, SLA management, and status transitions.
- Develop and maintain production-grade Java applications, Spring Boot services, Python scripts, and utilities to support intake automation and enterprise workflows.
- Build and maintain REST APIs, webhooks, middleware, and event-driven integrations using Java, Python, JSON, HTTP, and related technologies.
- Integrate Jira Service Management with enterprise platforms such as Confluence, Slack, Microsoft Teams, GitHub, Azure DevOps, email, and identity management systems.
- Apply AI, Generative AI, and natural language processing (NLP) to improve request classification, structured data extraction, duplicate detection, priority recommendations, and routing accuracy.
- Design responsible AI workflows incorporating validation, confidence thresholds, explainability, security, privacy, human oversight, and fallback mechanisms.
- Develop dashboards and reports to monitor intake volumes, demand patterns, aging, throughput, SLA compliance, routing accuracy, and automation effectiveness.
- Analyze operational data to identify bottlenecks, improve intake processes, and drive continuous service improvement.
- Troubleshoot production issues using logs, metrics, audit records, distributed tracing, and automated tests.
- Establish best practices for testing, monitoring, deployment, rollback, access control, security, and governance across Jira, application, integration, and AI solutions.
- Collaborate with engineering, product, program management, QA, operations, and business stakeholders to translate requirements into reliable technical solutions.
- Maintain technical documentation covering architecture, integrations, workflows, business rules, automation logic, and AI behavior.
Required Qualifications and Skills:
- Minimum 3 years of experience in Jira Service Management administration, development, configuration, workflow automation, or related enterprise platform engineering.
- Strong proficiency in Jira Service Management portals, request types, workflows, queues, SLAs, permissions, and automation rules.
- Hands-on experience with Java and Spring Boot and/or Python application development.
- Experience developing and integrating REST APIs, webhooks, JSON-based services, HTTP endpoints, and enterprise applications.
- Understanding of authentication and authorization mechanisms, including OAuth 2.0, along with secure integration practices.
- Knowledge of AI/GenAI, NLP, or intelligent automation applied to business processes and enterprise workflows.
- Experience with SQL, production troubleshooting, testing, logging, monitoring, and observability.
- Familiarity with Agile methodologies, cross-functional collaboration, technical documentation, and iterative delivery.
- Strong analytical, problem-solving, communication, and debugging skills.
Preferred Qualifications and Skills
- Experience with additional Atlassian tools and extensions, including Atlassian Forge, ScriptRunner, Assets, Advanced Roadmaps, and Marketplace applications.
- Familiarity with AI development frameworks and technologies such as LangChain, Amazon Bedrock, retrieval-augmented generation (RAG), embeddings, vector search, and AI evaluation.
- Experience with AWS or other cloud platforms for deploying and operating enterprise applications.
- Knowledge of CI/CD pipelines, automated testing, Docker, Kubernetes, Infrastructure as Code (IaC), and Configuration as Code.
- Understanding of responsible AI principles, enterprise security, data privacy, and AI governance.
- Relevant Atlassian, Java, Python, cloud, or AI certifications are an advantage.
Key Success Criteria:
- Improved intake quality, request completeness, and routing accuracy.
- Reduced manual effort through workflow automation and intelligent request processing.
- Reliable integrations between Jira Service Management and enterprise systems.
- Improved SLA compliance, request visibility, operational reporting, and workflow performance.
- Secure, scalable, maintainable, and well-documented automation solutions.
