JIRA Service Management Specialist

Keystone Consulting•Madison, WI

3d•Hybrid

About The Position

The JIRA Service Management (JSM) Specialist will lead Phase 2 technical implementation efforts for an IT Service Management Platform following the initial production launch in August 2026. The platform replaces Cherwell ITSM, which is scheduled to reach end of life in mid-December 2026. Most legacy data migration has been completed, 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 transition and afterward. The role will improve the current JSM implementation through platform configuration, workflow automation, and service management best practices to improve operational efficiency, customer experience, and organizational productivity. The position is hybrid, with two onsite days per week. Candidates must be Wisconsin residents or willing to relocate to Wisconsin before starting. An onsite interview is required. The stated duration is through 06/30/2027, with possible extensions.

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 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, or at least 12 years of work experience. With an associate degree, at least 6 years of work experience is required.
Must be a Wisconsin resident or willing to relocate to Wisconsin before starting.

Responsibilities

Lead Phase 2 technical implementation efforts for the JSM platform.
Support Change Management processes within the Systems and Data Management Section during the transition from Cherwell and beyond.
Configure and administer JSM and integrate it 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 automation to reduce manual effort and improve consistency.
Improve service delivery operations, tooling adoption, and ITSM process maturity.
Support the final data migration from Cherwell to JSM after Cherwell reaches end of life.