Business Analyst/Consultant II

Codetech•Madison, WI

1d•Remote

About The Position

The School of Medicine and Public Health's Office of Informatics and Information Technology is seeking an experienced ITSM Engineer/Business Analyst to work with Atlassian Cloud products, including Jira Service Management, Jira Software, and Confluence. The role focuses on managing and optimizing ITSM tools, implementing solutions that improve service delivery, and collaborating with cross-functional teams to improve business processes and service management practices. The position may be performed 100% remotely from within Wisconsin. Candidates must be Wisconsin residents or willing to relocate to Wisconsin at their own expense before starting. The role involves Atlassian administration and support, ITSM process optimization, system integrations and automation, reporting and analytics, user training, and collaboration with IT and business stakeholders.

Requirements

4–7 years of experience in an ITSM engineering and/or business analytical role, focused on Atlassian Cloud products such as Jira Service Management, Jira Software, and Confluence.
Hands-on experience configuring and customizing Jira Service Management, including workflow design, SLA configuration, and automation rules.
Strong understanding of ITIL frameworks and their application to ITSM processes.
Experience integrating Atlassian tools with other IT management systems.
Solid understanding of system administration and application support.
Proficiency in Atlassian products, particularly Jira, Jira Service Management, and Confluence.
Knowledge of integrations with third-party tools, such as monitoring systems, cloud platforms, and API connectors.
Strong troubleshooting and problem-solving skills, including in high-pressure environments.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
Strong teamwork skills and ability to work across departments and with various teams to drive results.
Must be a Wisconsin resident or willing to relocate to Wisconsin at personal expense before starting.

Nice To Haves

ITIL certification at Foundation level or higher.
Experience with advanced Jira automation and scripting for customized workflows.
Experience working in Agile environments and using Jira Software in product development.

Responsibilities

Configure, maintain, and customize Jira Service Management for Incident, Problem, Change, and Request Management processes.
Design and implement workflows, automation rules, SLAs, and reporting dashboards within Atlassian products.
Optimize and manage integrations with tools such as ServiceNow, monitoring platforms, and CMDBs.
Analyze and improve ITSM workflows to support efficient service delivery aligned with industry best practices.
Work with IT and business teams to assess and refine processes and ensure compliance with ITIL frameworks.
Promote implementation and adherence to service management best practices across the organization.
Provide technical support and troubleshooting for end-users and teams using Atlassian products.
Create and deliver training materials to improve user adoption and proficiency with Atlassian tools.
Serve as a subject matter expert in Jira Service Management, Confluence, and related Atlassian Cloud tools.
Design, implement, and maintain integrations between Jira Service Management and other ITSM tools, systems, and third-party applications.
Use Atlassian automation and scripting capabilities to streamline workflows and reduce manual tasks.
Develop and manage custom dashboards, reports, and performance metrics to track ITSM performance.
Provide actionable insights from data to improve service delivery and operational efficiency.
Work with IT teams, business stakeholders, and product owners to gather requirements and implement changes.
Participate in service improvement initiatives and provide recommendations based on data analysis.