Jira Service Management Architect – ITSM Automation & Integrations

Novalink Solutions; Kentucky; On-site; USD 90,000 - 120,000; Full time

Job summary

Wisconsin Department of Natural Resources (DNR) seeks a Jira Service Management (JSM) Specialist to lead Phase 2 technical implementation within the ITSM platform. You will configure workflows, automate rules, and integrate JSM with Azure/DevOps, InTune, and Configuration Manager, while enhancing CMDB and dashboards.

You will collaborate with the Systems and Data Management Section to migrate data from Cherwell, optimize service delivery, and improve customer experience across ITSM processes.

Qualifications

• Minimum 3 years configuring and administering Jira Service Management (JSM) and integrating JSM with third-party enterprise systems using REST APIs and native connectors
• Minimum 3 years designing and implementing ITIL-aligned service management workflows, automation rules, and request type configurations
• 3+ years hands-on experience with Atlassian automation (native JSM rules)
• Bachelor's degree or equivalent work experience (minimum 12 years)

Responsibilities

• Configure workflows, forms, approvals, notifications, and automation rules utilizing native JSM functionality.
• Streamline service delivery through intelligent workflow design.
• Integrate JSM with 3rd-party enterprise applications and with business process automations (e.g., Azure/DevOps, InTune, Configuration Manager).
• Modify JSM CMDB schemas and asset configurations as prescribed by data governance lead.
• Assist with building JSM dashboards/reports/analytics and knowledge base documentation.
• Provide data migration support and QA/ data integrity validation.

Skills

JSM configuration

ITIL workflows

Atlassian automation

REST APIs

Azure DevOps

Education

Bachelor's degree or equivalent

Tools

Jira

Confluence

Azure DevOps

InTune

Configuration Manager

Job description

Wisconsin Department of Natural Resources (DNR) seeks a Jira Service Management (JSM) Specialist to lead Phase 2 technical implementation within the ITSM platform. You will configure workflows, automate rules, and integrate JSM with Azure/DevOps, InTune, and Configuration Manager, while enhancing CMDB and dashboards.

You will collaborate with the Systems and Data Management Section to migrate data from Cherwell, optimize service delivery, and improve customer experience across ITSM processes.