Jira Service Management Lead - AI-Driven ITSM Innovator

Accenture

Cincinnati (OH)

On-site

USD 87,000 - 213,000

Full time

10 days ago

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Job summary

Accenture seeks a Jira Service Management expert to own the platform layer of the transformation, designing workflows, automation, and integrations that turn service chaos into predictable, scalable delivery.

The role involves collaborating with Agile consultants and client stakeholders to implement ITIL-aligned service workflows, automation rules, and AI-enabled capabilities that improve efficiency, customer experience, and organizational productivity.

Qualifications

Hands-on Jira Service Management configuration and administration with integration to enterprise systems via REST APIs, webhooks, or connectors.
Design and implement ITIL-aligned service workflows, automation rules, and request type configurations.
Experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM maturity.
Hands-on Atlassian automation to reduce manual effort and improve consistency using native JSM rules or tools like ScriptRunner.
Bachelor's degree or equivalent work experience (minimum 12 years).

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 and self-service.
Identify opportunities to enhance service experiences using AI-powered workflows.
Monitor and optimize AI-enabled service capabilities.