Business Analyst/Consultant II

JPS Tech Solutions Pvt Ltd; Alabama; On-site; USD 70,000 - 100,000; Full time

Job summary

The SMPH IIT Office of Informatics and Information Technology seeks an experienced Business Analyst / Consultant II with strong ITSM and Atlassian Cloud expertise (Jira Service Management, Jira Software, Confluence).

This role targets professionals with 4–7 years in ITSM environments who can optimize tools, improve service delivery, and partner with cross-functional teams to enhance processes and practices.

Qualifications

• 4–7 years of experience in ITSM Engineer, Business Analyst, or Consultant roles.
• Hands-on experience with Atlassian Cloud products (Jira Service Management, Jira Software, Confluence).
• Experience optimizing ITSM processes and delivering training and support.

Responsibilities

• Configure and customize Jira Service Management for Incident, Problem, Change, and Request Management.
• Design workflows, automation, SLAs, queues, and dashboards within Atlassian products.
• Manage integrations with ServiceNow, monitoring tools, and CMDB/asset systems.
• Analyze ITSM workflows and recommend ITIL-aligned improvements.
• Provide user support and create training materials for Jira/Confluence.
• Design and maintain integrations between Jira and third-party ITSM tools.
• Collaborate with IT and business teams to gather requirements and drive improvements.

Skills

Problem solving

Verbal & written communication

Cross-functional collaboration

Tools

Jira Service Management

Jira Software

Confluence

Job description

The School of Medicine and Public Health (SMPH) – Office of Informatics and Information Technology (IIT) is seeking an experienced Business Analyst / Consultant II with strong expertise in IT Service Management (ITSM) and Atlassian Cloud products, including Jira Service Management, Jira Software, and Confluence.

This role is ideal for a professional with 4–7 years of experience in ITSM environments who enjoys optimizing tools, improving service delivery, and partnering with cross-functional teams to enhance business processes and service management practices.

Key Responsibilities

Jira Service Management Administration

• Configure, maintain, and customize Jira Service Management to support ITSM processes such as Incident, Problem, Change, and Request Management.
• Design and implement workflows, automation rules, SLAs, queues, and reporting dashboards within Atlassian products.
• Manage and optimize integrations with tools such as ServiceNow, monitoring platforms, and CMDB/asset management systems.

Process Optimization

• Analyze existing ITSM workflows and recommend improvements aligned with ITIL best practices.
• Collaborate with IT and business teams to assess, refine, and standardize service management processes.
• Ensure ITSM best practices are consistently implemented across the organization.

User Support & Training

• Provide technical support and troubleshooting for users of Jira Service Management, Jira Software, and Confluence.
• Develop and deliver training materials, documentation, and user guides to improve adoption and proficiency.
• Act as a subject matter expert (SME) for Atlassian Cloud tools.

System Integration & Automation

• Design, implement, and maintain integrations between Jira Service Management and third-party ITSM tools and platforms.
• Leverage Atlassian automation and scripting capabilities to streamline workflows and reduce manual tasks.

Collaboration & Communication

• Work closely with IT teams, business stakeholders, and product owners to gather requirements and deliver solutions.
• Participate in continuous service improvement initiatives and provide recommendations based on data analysis.

Required Qualifications

Experience

• 4–7 years of experience in an ITSM Engineer, Business Analyst, or Consultant role.
• Hands-on experience with Atlassian Cloud products (Jira Service Management, Jira Software, Confluence).

Tools & Technologies

• Proficiency in Jira, Jira Service Management, and Confluence.
• Experience with third-party integrations, APIs, monitoring systems, and cloud platforms.

Core Skills

• Strong problem-solving and troubleshooting skills, especially in fast-paced environments.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Proven ability to collaborate effectively across teams and departments.

Preferred Qualifications

• ITIL certification (Foundation or higher).
• Experience with advanced Jira automation or scripting for custom workflows.
• Experience working in Agile environments using Jira Software for product development.