Jira Service Management Architect – ITIL & Atlassian Expert

COOLSOFT; Madison (WI); Hybrid; USD 55,000 - 96,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Jira

Service Management System

ITIL

Atlassian Suite

Education

Bachelor's degree

Job description

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.