JIRA Service Management Specialist

Keystone Consulting, Inc•Madison, WI

4d•Hybrid

About The Position

The Jira Service Management (JSM) Specialist will lead Phase 2 technical implementation efforts for an IT Service Management Platform. The production instance launched in August 2026, and the platform is replacing Cherwell ITSM, which is scheduled to reach end of life in mid-December 2026. Most legacy data migration is complete, with a final migration to JSM planned after Cherwell reaches end of life. The specialist will support Change Management processes within the Systems and Data Management Section during the migration and beyond. The role will improve the JSM implementation through platform configuration, workflow automation, and service management best practices to increase operational efficiency, customer experience, and organizational productivity. The position is hybrid, with two days onsite per week. Candidates must be Wisconsin residents or willing to relocate to Wisconsin before starting. An onsite interview is required. The engagement runs through June 30, 2027, with possible extensions.

Requirements

At least 3 years of experience configuring and administering Jira Service Management 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 to ITIL or equivalent frameworks.
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, including native JSM rules.
Bachelor's degree or equivalent work experience of at least 12 years; alternatively, an associate's degree with at least 6 years of work experience.
Must be a Wisconsin resident or willing to relocate to Wisconsin before starting.

Responsibilities

Lead Phase 2 technical implementation efforts for Jira Service Management.
Support Change Management processes within the Systems and Data Management Section during the final data migration and beyond.
Configure and administer JSM, including integrations with third-party enterprise systems.
Design and implement service management workflows, automation rules, and request type configurations aligned with ITIL or equivalent frameworks.
Use Atlassian's native JSM automation to reduce manual effort and improve consistency.
Help improve service delivery operations, tooling adoption, and ITSM process maturity.