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Jira Service Management (JSM) Specialist

Location: Madison, Wisconsin (Hybrid - 2 Days Onsite Per Week)
Duration: Contract through June 2027 with potential extensions

About the Opportunity:

We are seeking an experienced Jira Service Management (JSM) Specialist to support and enhance an enterprise IT Service Management (ITSM) platform. This role will focus on platform configuration, workflow automation, integrations, CMDB management, reporting, and process optimization initiatives within a large, complex enterprise environment.

The ideal candidate will have strong Jira Service Management expertise, experience integrating enterprise systems, and a passion for improving service delivery operations through automation and best practices.

Key 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 platforms such as Microsoft Azure DevOps, Microsoft Intune, Microsoft Configuration Manager, identity providers, and other enterprise systems.
Assist with CMDB/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.

Required Qualifications:

Minimum 3 years of experience configuring and administering Jira Service Management (JSM).
Minimum 3 years of experience integrating JSM with enterprise platforms using REST APIs, webhooks, or native connectors.
Minimum 3 years of experience designing and implementing ITSM workflows, request types, and automation aligned with ITIL or similar frameworks.
Minimum 3 years of hands-on experience with Atlassian Automation for JSM.
Minimum 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.
- API-based integrations.

Education Requirements:

Bachelor's degree in Information Technology or related field; OR
Associate's degree with a minimum of 6 years of IT experience; OR
No degree with a minimum of 12 years of IT experience.

Preferred Qualifications:

Experience with CMDB administration, data integrity, asset reconciliation, and governance.
Deep knowledge of JSM project types, including:
- IT Service Management.
- Customer Service.
- 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 both technical and non-technical stakeholders.

Location & Interview Requirements:

Candidates must currently reside in Wisconsin or be willing to relocate before the start date.
Hybrid schedule requiring approximately 2 days onsite per week.
Local candidates are preferred.
In-person interview required. Candidates must be able to attend an onsite interview regardless of current location.

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