Jira ITIL Atlassian Suite Specialist

COOLSOFT; Madison (WI); Híbrido; USD 55.000 - 96.000; Jornada completa

Descripción de la vacante

COOLSOFT in Madison, WI seeks a Jira Service Management (JSM) Specialist to lead Phase 2 ITSM implementation within the DNR project. The role focuses on configuring workflows, automations, and integrations to improve service delivery and user experience.

Candidate will support data migration from Cherwell to JSM, tune CMDB schemas, build dashboards, and develop a knowledge base. Onsite/work hybrid with 60/40 split; WI residency required; contract through mid-2027.

Formación

• Minimum 3 years configuring and administering Jira Service Management with REST APIs/webhooks or native connectors.
• Minimum 3 years designing service management workflows, automation rules, and ITIL-aligned processes.
• Minimum 3 years helping enterprise clients improve ITSM maturity and tooling adoption.
• Bachelor's degree in a related field.

Responsabilidades

• Configure workflows, forms, approvals, notifications, and automation rules within JSM; Forge Dev experience a plus.
• Streamline service delivery through intelligent workflow design.
• Integrate JSM with 3rd‑party enterprise apps and automation to reduce manual effort and improve consistency (e.g., Azure/DevOps API calls, InTune, Configuration Manager).
• Modify JSM CMDB schemas and asset configurations per data governance.
• Support data import from Cherwell and perform QA/data integrity checks.
• Enhance JSM dashboards/reports/analytics and contribute to Knowledge Base documentation.
• Participate in Phase 2 implementation tasks and occasional triage meetings.

Conocimientos

Jira

Service Management System

ITIL

Atlassian Suite

Educación

Bachelor's degree

Descripción del empleo

Job Overview

Jira ITIL Atlassian Suite Specialist

Madison, WI

Job type: Contract

Duration: 7 months

Compensation: DOE

Start date: 12/7/2026

End date: 06/30/2027

Submission deadline: 11/12/2026 4:00 PM CST

Client: DNR

Skills: Jira, Service Management System, ITIL, Atlassian Suite

Interview Process

• Interview Process: IN PERSON. IF SUBMITTING OUT OF STATE CANDIDATES, THEY MUST BE ABLE TO ATTEND ONSITE INTERVIEW.


• Onsite or Remote? Must be WI resident or willing to relocate to WI PRIOR to starting role. Local candidates preferred. Hybrid position 60/40 (2 days onsite per week).

Description

Client is seeking a Jira Service Management (JSM) Specialist to spearhead Phase 2 technical implementation efforts within this Information Technology Service Management Platform (ITSM), now that initial implementation of the JSM system is concluding (production instance launched in August, 2026).

This ITSM solution replaces the Cherwell ITSM system, which will sunset in mid-December, 2026. Most data migration from the legacy system has already taken place. However, there will be a final data migration push to JSM once Cherwell fully reaches EOL. This role will assist Change Management processes within the Systems and Data Management Section of DNR IT during this process and beyond. The JSM Specialist will help improve upon current JSM implementation by combining platform configuration, workflow automation, and service management best practices to enhance operational efficiency, customer experience, and organizational productivity.

Role‑Specific Responsibilities

• Configure workflows, forms, approvals, notifications, and automation rules utilizing native JSM functionality. Experience with Forge Development is a plus.


• Streamline service delivery through intelligent workflow design.


• Integrate JSM with 3rd‑party enterprise applications as well as with business process automations to reduce manual effort and improve service consistency, including:
  
  
  
  • Implementing two‑way communication between JSM and enterprise platforms such as Microsoft Azure/ DevOps using API calls and service accounts.
  
  
  • Integrating JSM with Microsoft InTune
  
  
  • Integrating JSM more fully with Microsoft Configuration Manager
  
  
  
  


• Modifying JSM CMDB schemas and asset configurations as prescribed by DNR IT data governance lead


• Partial data import into JSM from Cherwell (previous ITSM) and quality assurance/ data integrity validation


• Additional JSM workflow/ forms/ email notification automation enhancements


• Assist with building JSM dashboards/ reports/ analytics


• Assist with building a Knowledge Base within JSM and creating documentation of particular processes and configurations


• Additional Phase 2 Implementation Efforts, as assigned


• Some general triage of tickets and occasional meetings to explain or ascertain development needs may also be required

Minimum Qualifications

• Minimum 3 years of experience configuring and administering Jira Service Management (JSM) and integrating JSM with third‑party enterprise systems (e.g., SSO/identity providers such as Microsoft Entra and Okta, platforms such as Microsoft Azure/ DevOps, and configuration management systems such as Microsoft Configuration Manager or Microsoft InTune), monitoring tools, HR systems, or ERP platforms using REST APIs, webhooks, or native connectors


• Minimum 3 years of experience designing and implementing service management workflows, automation rules, and request type configurations aligned to ITIL or equivalent frameworks


• Minimum 3+ years experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity


• Minimum 3 years of experience hands‑on experience with Atlassian automation (native JSM rules) to reduce manual effort and improve consistency


• Bachelors deg

EOE Protected Veterans/Disability