Jira Service Management Lead — AI-Driven ITSM & Automation

Accenture

Kirkland (WA)

On-site

USD 101,000 - 245,000

Full time

14 days+

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Job summary

Accenture seeks a JSM expert to own the platform layer of our Agile transformation for enterprise clients. You’ll design workflows, automate processes, and integrate JSM with critical enterprise systems to reduce manual effort and boost service quality.

You will collaborate with Agile consultants and client stakeholders on high-visibility engagements, applying AI-enabled capabilities to improve efficiency and customer experience across service delivery.

Qualifications

Minimum 5 years of hands-on Jira Service Management configuration and administration with REST API/webhook integration
Experience designing and implementing service management workflows and automation aligned to ITIL
5+ years helping enterprise clients improve service delivery and ITSM maturity
Hands-on experience with Atlassian automation tools (ScriptRunner, Automation for Jira) to reduce manual work
Bachelor's degree or equivalent (12 years) of work experience or higher

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 consistency
Leverage Atlassian Intelligence and related capabilities to improve knowledge discovery and self-service
Identify opportunities to enhance service experiences using AI-powered workflows
Monitor and optimize AI-enabled service capabilities