Jira Service Management (JSM) Specialist

Accenture•Boston, MA

3d•Hybrid

About The Position

Accenture Business Agility partners with enterprise organizations to transform how they deliver services, with Jira Service Management at the center of that work. As a JSM practitioner, you will own the platform layer of that transformation: designing the workflows, automation, and integrations that turn service chaos into predictable, scalable delivery. This role combines platform configuration, workflow automation, service management best practices, and AI-enabled capabilities to improve operational efficiency, customer experience, and organizational productivity. Travel may be required for this role, varying from 0 to 100% depending on business need and client requirements.

Requirements

Minimum 5 years of hands-on experience configuring and administering Jira Service Management (JSM) & demonstrating and integrating Jira Service Management (JSM) with third-party enterprise systems (e.g., SSO/identity providers, monitoring tools, HR systems, or ERP platforms) using REST APIs, webhooks, or native connectors.
Minimum 5 years of experience designing and implementing service management workflows, automation rules, and request type configurations aligned to ITIL or equivalent frameworks.
Minimum 5+ years' experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity.
Minimum 5 years of experience hands-on experience with Atlassian automation (native JSM rules or third-party tools such as ScriptRunner or Automation for Jira) to reduce manual effort and improve consistency.
Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience).

Nice To Haves

Deep familiarity with JSM project types (IT service management, customer service, HR service delivery) and their underlying configuration models.
Experience with advanced JSM features including assets/CMDB, change management workflows, SLA configuration, and multi-channel intake (portal, email, chat, API).
Proficiency with Jira Query Language (JQL) for queue management, reporting, and automation trigger conditions.
Familiarity with Confluence as a knowledge base layer integrated with JSM for article suggestion and self-service deflection.
Experience designing and optimizing customer-facing portals for usability, accessibility, and request clarity.
Working knowledge of Atlassian Intelligence features within JSM — including AI-assisted ticket summarization, suggested responses, and similar request detection.
Experience configuring or piloting Rovo-powered virtual agents or knowledge assistants integrated with JSM workflows.
Ability to identify AI deflection and automation opportunities within service queues and design measurable pilots to validate impact.
Familiarity with prompt engineering concepts as applied to configuring conversational AI experiences within Atlassian or similar platforms.

Responsibilities

Configure workflows, forms, approvals, notifications, and automation rules.
Streamline service delivery through intelligent workflow design.
Integrate JSM with enterprise applications and business processes.
Integrate automation to reduce manual effort and improve service consistency.
Leverage Atlassian Intelligence and Rovo capabilities to improve knowledge discovery, virtual assistance, and service automation.
Identify opportunities to enhance service experiences using AI-powered workflows.
Monitor and optimize AI-enabled service capabilities.
Map current-state service delivery processes, identify waste, and design optimized to-be workflows.
Define and track service management KPIs (SLA compliance, MTTR, deflection rate, first-contact resolution) and use data to drive continuous improvement.
Facilitate discovery workshops with service owners, process leads, and platform administrators to surface requirements and prioritize configuration work.
Produce service management documentation including process maps, configuration guides, runbooks, and training materials.
Benchmark client JSM maturity against industry peers and frame improvement opportunities as phased, value-driven roadmaps.
Translate business service requirements into platform configurations and communicate tradeoffs to both technical and non-technical stakeholders.