Jira Service Management Specialist
About The Position
The Jira Service Management (JSM) Specialist will support and enhance an enterprise IT Service Management platform in a large, complex enterprise environment. The role focuses on platform configuration, workflow automation, integrations, CMDB management, reporting, and process optimization to improve service delivery operations through automation and best practices. The position is based in Madison, Wisconsin, with a hybrid schedule requiring approximately two days onsite per week. Candidates must reside in Wisconsin or be willing to relocate before the start date. An in-person interview is required, and candidates must be able to attend onsite regardless of their current location. The engagement is a contract through June 2027, with potential extensions.
Requirements
- At least 3 years of experience configuring and administering Jira Service Management.
- At least 3 years of experience integrating JSM with enterprise platforms using REST APIs, webhooks, or native connectors.
- At least 3 years of experience designing and implementing ITSM workflows, request types, and automation aligned with ITIL or similar frameworks.
- At least 3 years of hands-on experience with Atlassian Automation for JSM.
- At least 3 years of experience helping enterprise organizations improve service delivery operations, tooling adoption, or ITSM maturity.
- Strong experience with Microsoft Azure DevOps, Microsoft Intune, Microsoft Configuration Manager, Microsoft Entra ID and/or Okta, and API-based integrations.
- Bachelor's degree in Information Technology or a related field; or an associate's degree with at least 6 years of IT experience; or no degree with at least 12 years of IT experience.
- Must currently reside in Wisconsin or be willing to relocate before the start date.
- Must be able to work onsite approximately 2 days per week and attend an in-person interview.
Nice To Haves
- Experience with CMDB administration, data integrity, asset reconciliation, and governance.
- Deep knowledge of JSM project types, including IT Service Management, Customer Service, and HR Service Delivery.
- Experience with JSM Assets/CMDB, SLA management, and Change Management workflows.
- Strong Jira Query Language (JQL) experience.
- Experience using PowerShell and/or Python for automation and integrations.
- Familiarity with Confluence as a knowledge management platform.
- Experience designing customer-facing service portals.
- Experience facilitating stakeholder workshops and gathering business requirements.
- Experience creating process maps, training materials, configuration guides, and operational documentation.
- Ability to communicate effectively with technical and non-technical stakeholders.
- Local candidates are preferred.
Responsibilities
- Configure and maintain Jira Service Management workflows, forms, approvals, notifications, portals, and automation rules.
- Design and optimize service management processes aligned with ITIL best practices.
- Develop and enhance automation solutions using native Atlassian automation capabilities.
- Integrate JSM with enterprise applications using APIs, webhooks, and native connectors.
- Support integrations with Microsoft Azure DevOps, Microsoft Intune, Microsoft Configuration Manager, identity providers, and other enterprise systems.
- Assist with CMDB and Asset Management configuration, governance, and ongoing maintenance.
- Support data migration activities, data validation, and quality assurance efforts.
- Build dashboards, reports, and analytics to improve operational visibility.
- Create and maintain knowledge base content and technical documentation.
- Collaborate with stakeholders to gather requirements and implement platform improvements.
- Participate in ticket triage, troubleshooting, and service management discussions as needed.
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What This Job Offers
Career Level
Mid Level
