Jira Service Management Lead - Automation & AI Enablement

Accenture; Seattle (WA); On-site; USD 101,000 - 245,000; Full time

Job summary

Accenture is seeking a JSM practitioner to own the platform layer of transformation, designing workflows, automation, and integrations that reduce service chaos and enable scalable delivery.

You will work with Agile consultants and client stakeholders to map real work flows, then build tooling that makes new ways of working stick. This role blends platform configuration, automation, and AI-enabled capabilities to drive efficiency and user satisfaction.

Qualifications

• Minimum 5 years configuring Jira Service Management and integrating with third‑party systems (SSO, monitoring, HR/ERP) via REST APIs or webhooks.
• Minimum 5 years designing ITIL-aligned service workflows, automation rules, and request type configurations.
• 5+ years helping enterprise clients improve service delivery, tooling adoption, or ITSM maturity.
• 5 years hands-on Atlassian automation with JSM rules or tools like ScriptRunner or Automation for Jira.
• Bachelor's degree or equivalent work experience (minimum 12 years; 6 years if Associate's).

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

Skills

JSM

ITIL

Automation

REST APIs

Atlassian tools

Education

Bachelor's degree or equivalent

Tools

Jira

ScriptRunner

Automation for Jira

Confluence

Job description

Accenture is seeking a JSM practitioner to own the platform layer of transformation, designing workflows, automation, and integrations that reduce service chaos and enable scalable delivery.

You will work with Agile consultants and client stakeholders to map real work flows, then build tooling that makes new ways of working stick. This role blends platform configuration, automation, and AI-enabled capabilities to drive efficiency and user satisfaction.