IT Service Management Specialist

Mosaic Life Care•Saint Joseph, MO

5d•Remote

About The Position

The IT Service Management (ITSM) Specialist is accountable for the operational effectiveness, maturity, and continuous improvement of IT Service Management practices and the supporting toolset. This role owns the Jira and Jira Service Management (JSM) platform and ensures ITIL-aligned processes, including Incident, Change, and Problem Management, are consistently executed, measured, and improved across IT. The ITSM Specialist serves as the single point of accountability for ITSM process performance, SLA accuracy, workflow automation, and service reporting.

Requirements

5+ Years - IT Service Management with at least 3 years of hands-on experience with Jira / Jira Service Management - Required
ITIL - ITIL Foundations 4 or above - Required
Atlassian - ITSM with Jira Service Management Foundations - Required
Demonstrated experience in IT Service Management or IT Operations
Hands-on experience administering Jira Service Management
Working knowledge of ITIL practices (Incident, Change, Problem)
Strong documentation, communication, and process improvement skills
Experience supporting Jira Agile workflows
Strong communication skills with the ability to engage technical and non-technical stakeholders
Proven ability to collaborate across teams and influence process adoption without direct authority
Strong facilitation, training, and stakeholder management skills
Effective problem-solving, conflict resolution, and organizational follow-through
Customer-focused mindset with the ability to balance service quality and operational efficiency

Nice To Haves

Bachelor's Degree - Information Technology, Information Systems, or Computer Science (Or equivalent practical experience in ITSM, JIRA, IT Ops) - Preferred
Atlassian - Certified ITSM Specialist - Preferred

Responsibilities

Own day-to-day administration and configuration of Jira Service Management
Maintain and optimize workflows, request types, queues, automations, approvals, and notifications
Ensure ticket routing and assignment logic minimizes manual triage
Maintain platform standards, configuration governance, and documentation
Support Jira Agile workflows, including Scrum and Kanban boards, and integrations between Jira Software and Jira Service Management
Own operational execution of Incident, Change, and Problem Management
Define and maintain priority models, escalation paths, and resolution standards
Support Change Management execution, including CAB preparation and coordination
Enable problem identification, root cause analysis, and trend reporting
Design, configure, and maintain SLA policies
Monitor SLA compliance and service performance metrics
Produce operational and leadership-level dashboards and reports
Identify performance gaps
Maintain service and configuration item (CI) structures within JSM and CMDB
Ensure accurate linkage between incidents, changes, requests, services, and assets
Promote data quality, consistency, and reporting reliability
Lead discovery and documentation of current-state ITSM processes
Define future-state workflows and improvement roadmaps
Maintain and prioritize an ITSM improvement backlog
Support user acceptance testing (UAT) for configuration changes
Develop and deliver role-based training for analysts and managers
Maintain ITSM process documentation and runbooks
Act as the primary ITSM contact for IT and business stakeholders
Translate operational requirements into actionable platform and process changes
Partner with leadership to align ITSM capabilities with organizational priorities
Other duties as assigned