Jira Service Management Specialist
About The Position
The Jira Service Management Specialist will support and improve the Wisconsin Department of Natural Resources IT service management implementation as it replaces the Cherwell ITSM system, which is scheduled to reach end of life in mid-December 2026. Most migration work is complete, but a final migration from Cherwell to JSM will be needed when Cherwell reaches end of life. The role will assist Change Management processes within the Systems and Data Management Section of DNR IT and contribute to further implementation efforts. The specialist will combine JSM platform configuration, workflow automation, integrations, and service management practices to improve operational efficiency, customer experience, and organizational productivity. The position is hybrid, with two days per week onsite in Madison, Wisconsin. Candidates must be Wisconsin residents or willing to relocate to Wisconsin before starting; local candidates are preferred. Out-of-state candidates must be able to attend an in-person interview.
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 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 native JSM automation rules to reduce manual effort and improve consistency.
- A bachelor's degree or equivalent work experience of at least 12 years; candidates with an associate degree must have at least 6 years of work experience.
- Must be a Wisconsin resident or willing to relocate to Wisconsin before starting the role.
- Must be able to attend an in-person interview; out-of-state candidates must be able to travel for the interview.
Nice To Haves
- Experience with Forge development.
- Significant experience with data integrity measures, querying, 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 portals, email, chat, or APIs.
- 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 layer 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.
Responsibilities
- Configure JSM workflows, forms, approvals, notifications, and native automation rules.
- Design workflows that streamline service delivery.
- Integrate JSM with third-party enterprise applications and business process automations to reduce manual effort and improve consistency.
- Implement two-way communication between JSM and enterprise 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 a partial data import from Cherwell into JSM and validate data quality and integrity.
- Enhance JSM workflows, forms, and email notification automations.
- Assist with building 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.
- Provide some general ticket triage and occasionally attend meetings to explain or identify development needs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
