Jira Service Management Architect

Astreya•San Francisco, CA

About The Position

We are seeking a Sr. Jira Service Management Architect who can not only redesign but reimplement Jira Service Management that powers our client's IT Support function. This person will own the Jira-specific work needed to improve intake, routing, ticket lifecycle management, backlog cleanup, SLA visibility, and operational reporting. This is a hands-on builder role. Success is measured by shipping configuration, automation, workflows, queues, and reporting in production—not by producing purely strategy. Core objectives ● Improve routing accuracy and speed through automated assignment and workflow logic. ● Increase ticket visibility and user transparency through real-time status updates and cleaner lifecycle states. ● Rework Jira to support a Slack-first intake model, including minimizing or deprecating legacy intake forms except where privacy is required. ● Strengthen operational measurement around backlog, ownership, and throughput. In-scope deliverables Ticket routing and assignment ● Design and implement auto-assignment logic ● Define routing rules by request type, team, component, urgency, or other relevant metadata ● Reduce manual triage load and unowned tickets ● Create admin documentation so the system is maintainable after handoff Ticket lifecycle redesign ● Simplify and standardize statuses, transitions, and ownership states ● Improve visibility into “who owns this,” “what is happening,” and “what happens next” ● Add or improve automations for status changes, notifications, and stale-ticket handling Ticket transparency and updates ● Implement mechanisms for real-time ticket updates / user-facing transparency ● Improve queues, request views, comments, notifications, or portal/status patterns as appropriate ● Ensure requesters and internal teams can reliably see ticket state and next action Reporting and admin handoff ● Create dashboards for backlog aging, assignment health, SLA performance, and throughput ● Document workflow architecture, automation logic, field usage, and operational runbooks ● Leave the internal team with a clean, supportable configuration Ideal profile ● Senior Jira Service Management administrator / architect ● Strong in workflow design, automations, queues, SLAs, schemas, forms, permissions, and reporting ● Experienced in service desk transformation, not just generic Jira administration ● Comfortable working quickly in ambiguous environments with live operational pressure ● Able to distinguish between what should live in Jira versus Slack, and design the integration boundary pragmatically

Requirements

Deep hands-on experience with Jira Service Management
Proven experience redesigning support/helpdesk workflows
Strong background in automation rules, routing logic, queue design, and SLA configuration
Experience with bulk backlog cleanup / migration / archival / workflow normalization
Ability to produce lightweight but durable documentation and admin handoff
Strong stakeholder management across IT, support, and operations

Nice To Haves

Experience with Slack-to-Jira operating models
Experience in high-growth tech environments with high ticket volume and changing process
Familiarity with support metrics such as backlog aging, MTTR, first response, reassignment rate, and requester transparency
Experience cleaning up legacy Jira configurations without disrupting ongoing support operations

Responsibilities

Design and implement auto-assignment logic
Define routing rules by request type, team, component, urgency, or other relevant metadata
Reduce manual triage load and unowned tickets
Create admin documentation so the system is maintainable after handoff
Simplify and standardize statuses, transitions, and ownership states
Improve visibility into “who owns this,” “what is happening,” and “what happens next”
Add or improve automations for status changes, notifications, and stale-ticket handling
Implement mechanisms for real-time ticket updates / user-facing transparency
Improve queues, request views, comments, notifications, or portal/status patterns as appropriate
Ensure requesters and internal teams can reliably see ticket state and next action
Create dashboards for backlog aging, assignment health, SLA performance, and throughput
Document workflow architecture, automation logic, field usage, and operational runbooks
Leave the internal team with a clean, supportable configuration

Benefits

Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through UHC Nationwide
Vision provided by UHC
Flexible Spending Account for Health & Dependent Care
Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
Corporate Wellness Program provided by Goomi Group
Employee Assistance Program
Wellness Days
401k Plan
Basic and Supplemental Life Insurance
Short Term & Long Term Disability
Critical Illness, Critical Hospital, and Voluntary Accident Insurance
Tuition Reimbursement (available 6 months after start date, capped)
Paid Time Off (accrued and prorated, maximum of 120 hours annually)
Paid Holidays
Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law