Jira Service Management Contractor (3 Months)

arctiq; Duluth (GA); Hybrid; USD 90,000 - 130,000; Part time

Job summary

Arctiq is seeking an experienced Jira Service Management Contractor to lead the migration of our support operations from Zendesk to Jira Service Management. You will plan, configure, and optimize JSM, migrate workflows and data, and ensure a smooth transition for end users and support teams.

Responsibilities include documenting current workflows, planning data migration, and delivering post-migration support with robust dashboards and reporting.

Qualifications

• Proven experience leading Zendesk-to-JSM migrations.
• Strong hands-on expertise with Jira Service Management and Atlassian administration.
• Experience with workflow design, automation, integrations, and data migration.
• Ability to work independently and manage multiple stakeholders.
• Excellent communication and documentation skills.
• Strong experience with ITSM and ITIL process design and implementation.
• Hands-on experience integrating third-party ticketing systems.

Responsibilities

• Lead the end-to-end migration from Zendesk to Jira Service Management.
• Assess and document current Zendesk workflows, automations, forms, SLAs, and reporting.
• Configure and customize Jira Service Management to meet business requirements.
• Plan and execute data migration, including tickets, knowledge base content, users, and historical records.
• Design and implement request types, queues, workflows, automations, and reporting dashboards.
• Partner with stakeholders to gather requirements and recommend best practices.
• Provide post-migration support, troubleshooting, and optimization.

Skills

Jira Service Management

Atlassian admin

ITSM

ITIL

Data migration

Workflow design

Automation

Integrations

Documentation

Tools

Jira Service Management

Zendesk

Job description

Company Overview:

Arctiq is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking & Connected Experiences, Cybersecurity, Data & AI, Autonomous Operations & Intelligence, and Enterprise Service Management. We help organizations operate, secure, and modernize complex environments by unifying infrastructure, networking, data, security, automation, and observability under a single, integrated operating model. Our work focuses on helping customers reduce operational friction, improve resilience, and make better, faster decisions as their environments evolve. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.

Position Overview:

Arctiq is looking for an experienced Jira Service Management (JSM) Contractor to lead the migration of our support operations from Zendesk to Jira Service Management. This individual will be responsible for planning and executing the migration, configuring JSM, migrating workflows and historical data, optimizing service desk processes, and ensuring a seamless transition for end users and support teams.

Key Responsibilities:

• Lead the end-to-end migration from Zendesk to Jira Service Management.
• Assess and document current Zendesk workflows, automations, forms, SLAs, and reporting.
• Configure and customize Jira Service Management to meet business requirements.
• Plan and execute data migration, including tickets, knowledge base content, users, and historical records.
• Design and implement request types, queues, workflows, automations, and reporting dashboards.
• Partner with stakeholders to gather requirements and recommend best practices.
• Provide post-migration support, troubleshooting, and optimization.

Qualifications:

• Proven experience leading Zendesk-to-JSM migrations.
• Strong hands-on expertise with Jira Service Management and Atlassian administration.
• Experience with workflow design, automation, integrations, and data migration.
• Ability to work independently and manage multiple stakeholders.
• Excellent communication and documentation skills.
• Strong experience with ITSM and ITIL process design and implementation.
• Hands-on experience integrating third-party ticketing systems.

Location:

• Atlanta, Georgia, USA (Hybrid)

Candidates must be legally authorized to work in the country where they reside. Arctiq does not sponsor work Visas at this time.

Arctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.

We thank you for your interest in joining the Arctiq team! While we welcome all applicants, only those who are selected for an interview will be contacted.