Jira Service Management Specialist

Novalink Solutions LLC • Madison, WI

5d

About The Position

The Wisconsin Department of Natural Resources (DNR) is seeking a Jira Service Management (JSM) Specialist to lead Phase 2 technical implementation efforts as the initial JSM implementation concludes. The production instance launched in August 2026. JSM is replacing the Cherwell ITSM system, which is expected to reach end of life in mid-December 2026. Most legacy data has already been migrated, with a final migration planned after Cherwell reaches end of life.

Working with Change Management processes in DNR IT’s Systems and Data Management Section, the specialist will improve the JSM implementation through platform configuration, workflow automation, integrations, and service management practices. The role supports operational efficiency, customer experience, and organizational productivity. Work may also include general ticket triage and occasional meetings to explain or determine development needs.

Requirements

• At least 3 years of experience configuring and administering JSM and integrating it with third-party enterprise systems using REST APIs, webhooks, or native connectors.
• At least 3 years of experience designing and implementing service management workflows, automation rules, and request-type configurations aligned with ITIL or an equivalent framework.
• At least 3 years of experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity.
• At least 3 years of hands-on experience with Atlassian automation using native JSM rules to reduce manual effort and improve consistency.
• Bachelor’s degree or equivalent work experience of at least 12 years. Applicants with an associate degree must have at least 6 years of work experience.

Nice To Haves

• Significant experience with data integrity measures, querying, and identifying and reconciling CMDB assets.
• Deep familiarity with JSM project types, including IT service management, customer service, and HR service delivery, and their configuration models.
• Experience with advanced JSM features such as assets/CMDB, change management workflows, SLA configuration, and multi-channel intake through portal, email, chat, or API.
• Proficiency with Jira Query Language (JQL) for queue management, reporting, and automation trigger conditions.
• Proficiency with scripting languages such as Microsoft PowerShell or Python for automations and API integrations.
• Familiarity with Confluence as a knowledge base integrated with JSM for article suggestions and self-service deflection.
• Experience designing and optimizing customer-facing portals for usability, accessibility, and request clarity.
• Experience mapping current-state service delivery processes, identifying waste, and designing optimized workflows.
• Ability to facilitate discovery workshops with service owners, process leads, and platform administrators to gather requirements and prioritize configuration work.
• Experience producing service management documentation, including process maps, job aids, configuration guides, and training materials.
• Ability to translate business service requirements into platform configurations and communicate tradeoffs to technical and non-technical stakeholders.
• Experience with Forge Development.

Responsibilities

• Configure JSM workflows, forms, approvals, notifications, and automation rules using native functionality; Forge Development experience is a plus.
• Design workflows to streamline service delivery.
• Integrate JSM with third-party enterprise applications and business process automations, including two-way communication with platforms such as Microsoft Azure/DevOps using API calls and service accounts.
• Integrate JSM with Microsoft InTune and more fully with Microsoft Configuration Manager.
• Modify JSM CMDB schemas and asset configurations as directed by the DNR IT data governance lead.
• Perform partial data imports from Cherwell and conduct quality assurance and data integrity validation.
• Implement additional JSM workflow, form, and email-notification automation enhancements.
• Assist with creating JSM dashboards, reports, and analytics.
• Assist with building a JSM knowledge base and documenting processes and configurations.
• Support additional Phase 2 implementation efforts as assigned.
• Perform some general ticket triage and attend occasional meetings to explain or determine development needs.
• Assist Change Management processes during the transition from Cherwell and beyond.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level