Jira Service Management (JSM) Specialist

Accenture; Hartford (CT); On-site; USD 110,000 - 160,000; Full time

Job summary

Accenture is seeking a JSM practitioner to own the platform layer of transformation, designing workflows, automation, and integrations that turn service chaos into scalable delivery. You will work with Agile consultants and client stakeholders to build tooling that makes new ways of working stick.

This role blends platform configuration, workflow automation, service management best practices, and AI-enabled capabilities to boost efficiency, customer experience, and productivity.

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.

Tools

Jira Service Management

Job description

We Are

Accenture Business Agility partners with enterprise organizations to transform how they deliver services – and Jira Service Management is at the center of that work. As a JSM practitioner here, you'll own the platform layer of that transformation: designing the workflows, automation, and integrations that turn service chaos into predictable, scalable delivery.

You Are

This isn't a configuration-only role. You'll work alongside Agile consultants and client stakeholders to understand how work actually flows through an organization, then build the tooling that makes better ways of working stick. ABA's combination of Agile transformation depth and Accenture's enterprise scale means you'll take on complex, high-visibility engagements that a boutique shop couldn't access and a large SI couldn't staff with genuine practitioners.

The Work

This role combines platform configuration, workflow automation, service management best practices, and AI-enabled capabilities to improve operational efficiency, customer experience, and organizational productivity.

Role-Specific 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.

Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements.

Here’s What You Need:

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