Jira Service Management Architect – AI-Driven ITSM

Accenture PLC; Columbus (OH); On-site; USD 87,000 - 213,000; Full time

Job summary

Accenture is seeking a Jira Service Management practitioner to own the platform layer of transformation, designing workflows, automation, and integrations that turn service chaos into predictable delivery. You’ll work with Agile consultants and client stakeholders to build tooling that makes better ways of working stick across large enterprise engagements.

This role blends platform configuration, automation, and AI-enabled capabilities to improve efficiency, customer experience, and

Qualifications

• Minimum 5+ years configuring and administering Jira Service Management with third‑party integrations via REST APIs, webhooks or connectors.
• 5+ years designing service management workflows, automation rules, and ITIL/aligned configurations.
• 5+ years helping enterprise clients improve service delivery or ITSM maturity.
• 5 years' experience with Atlassian automation to reduce manual effort and improve consistency.
• Bachelor's degree or equivalent work experience (minimum 12 years; Associate degree requires 6 years).

Responsibilities

• Configure workflows, forms, approvals, notifications, and automation rules.
• Streamline service delivery through intelligent workflow design.
• Integrate JSM with enterprise applications and business processes.
• Integrate automation to reduce manual effort and improve service consistency.
• Leverage Atlassian Intelligence and Rovo capabilities to improve knowledge discovery, virtual assistance, and service automation.
• Identify opportunities to enhance service experiences using AI-powered workflows.
• Monitor and optimize AI-enabled service capabilities.

Skills

Jira Service Management

ITIL-aligned workflows

Automation

Enterprise client work

REST APIs

Education

Bachelor's degree or equivalent (minimum 12 years) work experience

Tools

Jira Service Management

REST APIs

Webhooks

Native connectors

Job description

Accenture is seeking a Jira Service Management practitioner to own the platform layer of transformation, designing workflows, automation, and integrations that turn service chaos into predictable delivery. You’ll work with Agile consultants and client stakeholders to build tooling that makes better ways of working stick across large enterprise engagements.

This role blends platform configuration, automation, and AI-enabled capabilities to improve efficiency, customer experience, and