ITSM Lead: Jira & ITIL Process Excellence

Socket.dev; Saint Joseph (MO); On-site; USD 90,000 - 120,000; Full time

Job summary

Socket.dev is seeking an ITSM Specialist to own Jira Service Management, drive ITIL-aligned incident, change and problem processes, and deliver measurable service improvements. You will manage workflows, SLAs, and CMDB integration while partnering with IT and business stakeholders.

The role emphasizes platform governance, reporting, and user enablement, with a focus on automation, governance, and cross-team collaboration to raise IT service maturity.

Qualifications

• 5+ years in IT Service Management with at least 3 years hands-on Jira/JSM
• ITIL Foundations 4 or above required
• Atlassian ITSM with Jira Service Management Foundations required
• Atlassian ITSM Specialist certification preferred
• Experience with CMDB and service configuration

Responsibilities

• Own day-to-day administration and configuration of Jira Service Management
• Maintain and optimize workflows, queues, automations, approvals, and notifications
• Ensure ticket routing minimizes manual triage
• Maintain platform standards, governance, and documentation
• Support Jira Agile workflows and integrations between Jira Software and Jira Service Management
• Lead Incident, Change, and Problem Management execution
• Define priority models, escalation paths, and resolution standards
• Enable root cause analysis and trend reporting
• Design, configure, and maintain SLA policies
• Monitor SLA compliance and service performance metrics
• Produce dashboards and reports for operations and leadership
• Maintain ITSM/CMDB linkage across incidents, changes, requests, services, and assets
• Lead discovery of current-state ITSM processes and define future-state roadmaps
• Maintain ITSM improvement backlog and runbooks
• Provide role-based training for analysts and managers

Education

Bachelor's Degree - Information Technology, Information Systems, or Computer Science

Tools

Jira Service Management

Jira Software

Job description

Socket.dev is seeking an ITSM Specialist to own Jira Service Management, drive ITIL-aligned incident, change and problem processes, and deliver measurable service improvements. You will manage workflows, SLAs, and CMDB integration while partnering with IT and business stakeholders.

The role emphasizes platform governance, reporting, and user enablement, with a focus on automation, governance, and cross-team collaboration to raise IT service maturity.