Senior Atlassian Jira Technical Lead

Job Description:

We Dream. We Do. We Deliver.

At Merkle, a dentsu company, we power the experience economy. Whether we’re building the next great app, running CRM at scale for global brands, delivering technology architectures that support millions of users, or providing world-class data, identity, and insights solutions, it’s all in the name of crafting experiences that set brands apart from the competition.

Backed by dentsu's legacy of innovation and creativity originating in Japan, we’ve spent over 35 years helping brands build loyalty, drive growth, and connect meaningfully with their audiences.  We’ve been named a global “Leader” by top industry analyst firms in categories as wide-ranging as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. 

We are now looking for a Senior Atlassian Jira Technical Lead to join the team.

Key Responsibilities & Deliverables

• Design, build, and maintain JSM solutions using both OOTB features and custom development

• Lead JSM frontend and user experience enhancements

• Implement automations for ticket triage and service workflows

• Support initiatives such as AI chatbot implementation and knowledge base consolidation

• Integrate JSM with enterprise systems using APIs, webhooks, and scripting

• Customize workflows and manage assets using Assets/Insight

• Act as technical lead, guiding best practices and solution design

Required Skills & Competencies

• Deep expertise in Atlassian Jira Service Management, including recent modules

• Strong judgment on configuration vs. customization

• Experience developing custom JSM functionalities

• Hands-on experience with Atlassian Cloud and/or Data Center

• Integration and automation skills using APIs, webhooks, Groovy, Python

• Experience with ITSM processes and asset management (Assets/Insight)

• Ability to lead technically and collaborate with IT and business stakeholders

• ITIL knowledge or certification is a plus

Project & Team Environment

• Consulting role within a cross-functional team (IT, business, and service teams)

• Close collaboration with stakeholders to modernize ITSM capabilities

• Focused on service transformation, automation, and user experience improvements

• No specific travel requirements (unless otherwise agreed)

Why choose Merkle?

Innovation at Our Core: As part of dentsu’s global network, Merkle pushes the boundaries of customer experience, integrating creativity, technology, and data to drive real-world impact. For over 35 years, we’ve been innovating to meet the changing needs of our clients.

Global Reach with Local Expertise: With over 16,000 employees across 30+ countries, and part of a 70,000 employees network at dentsu, Merkle blends global insights with a deep understanding of local markets to deliver personalized, effective solutions.

Collaborative Culture: At Merkle, your ideas and contributions truly matter. You’ll join a team that fosters innovation, collaboration, and creative problem-solving. Together, we work on impactful international projects, making meaningful connections every step of the way.

What’s in It for You?

Global Perspective: As part of a dentsu company, collaborate with over 70,000 talented colleagues across 145 countries to drive innovation on a global scale. Flexibility & Balance: Enjoy hybrid work models, adaptable hours, and home office options.

Inclusive & Supportive Culture: We celebrate diversity and foster a respectful workplace where every team member’s unique perspective is valued, and everyone is welcome.

Well-balanced reward package: We offer competitive salaries, volunteer days, wellness days, modern offices, and a multi-cultural environment that fosters creativity and innovation.

Innovation-Driven Work: Contribute to projects that are reshaping industries and driving transformation with next-generation technologies and strategies.

Purpose-Driven Culture: Be part of an organization that fosters sustainable growth for brands, people, and society—where every contribution makes a meaningful impact.

Growth Opportunities: Expand your skills through training, mentorship, and data-driven projects that reshape customer experience and business outcomes. Explore opportunities in the whole dentsu network to expand your reach.

*many more attractive benefits are waiting for you, for more details regarding additional benefits, please ask your recruiter 

Ready to join the team? Shape your unique career and reach your full potential. Apply now and join us in transforming the future together. 

*At dentsu, Diversity, Equity, and Inclusion (DEI) is central to our vision: "To be at the forefront of people-centered transformations that shape society."

We cherish the unique talents and perspectives of all individuals, welcoming applicants regardless of gender, gender identity, nationality, religion, ethnicity, cultural background, sexual orientation, age, physical or mental ability. By embracing diverse perspectives, we create meaningful change and sustainable growth for our people, clients, and society. Our hiring decisions are guided by qualifications and role-specific requirements, ensuring a workplace free from discrimination and harassment. 

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Location:

Lisbon

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent