Jira Service Management Specialist

Novalink Solutions; Kentucky; In loco; USD 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

Wisconsin Department of Natural Resources (DNR) seeks a Jira Service Management (JSM) Specialist to lead Phase 2 technical implementation within the ITSM platform. You will configure workflows, automate rules, and integrate JSM with Azure/DevOps, InTune, and Configuration Manager, while enhancing CMDB and dashboards.

You will collaborate with the Systems and Data Management Section to migrate data from Cherwell, optimize service delivery, and improve customer experience across ITSM processes.

Competenze

• Minimum 3 years configuring and administering Jira Service Management (JSM) and integrating JSM with third-party enterprise systems using REST APIs and native connectors
• Minimum 3 years designing and implementing ITIL-aligned service management workflows, automation rules, and request type configurations
• 3+ years hands-on experience with Atlassian automation (native JSM rules)
• Bachelor's degree or equivalent work experience (minimum 12 years)

Mansioni

• Configure workflows, forms, approvals, notifications, and automation rules utilizing native JSM functionality.
• Streamline service delivery through intelligent workflow design.
• Integrate JSM with 3rd-party enterprise applications and with business process automations (e.g., Azure/DevOps, InTune, Configuration Manager).
• Modify JSM CMDB schemas and asset configurations as prescribed by data governance lead.
• Assist with building JSM dashboards/reports/analytics and knowledge base documentation.
• Provide data migration support and QA/ data integrity validation.

Conoscenze

JSM configuration

ITIL workflows

Atlassian automation

REST APIs

Azure DevOps

Formazione

Bachelor's degree or equivalent

Strumenti

Jira

Confluence

Azure DevOps

InTune

Configuration Manager

Descrizione del lavoro

Job Description

Project Context:

Wisconsin Department of Natural Resources (DNR) is seeking a Jira Service Management (JSM) Specialist to spearhead Phase 2 technical implementation efforts within this Information Technology Service Management Platform (ITSM), now that initial implementation of the JSM system is concluding (production instance launched in August, 2026).

This ITSM solution replaces the Cherwell ITSM system, which will sunset in mid-December, 2026. Most data migration from the legacy system has already taken place. However, there will be a final data migration push to JSM once Cherwell fully reaches EOL. This role will assist Change Management processes within the Systems and Data Management Section of DNR IT during this process and beyond. The JSM Specialist will help improve upon current JSM implementation by combining platform configuration, workflow automation, and service management best practices to enhance operational efficiency, customer experience, and organizational productivity.

Role-Specific Responsibilities:

Configure workflows, forms, approvals, notifications, and automation rules utilizing native JSM functionality. Experience with Forge Development is a plus.

Streamline service delivery through intelligent workflow design.

Integrate JSM with 3rd-party enterprise applications as well as with business process automations to reduce manual effort and improve service consistency, including:

o Implementing two-way communication between JSM and enterprise platforms such as Microsoft Azure/ DevOps using API calls and service accounts.

o Integrating JSM with Microsoft InTune

o Integrating JSM more fully with Microsoft Configuration Manager

Modifying JSM CMDB schemas and asset configurations as prescribed by DNR IT data governance lead

Partial data import into JSM from Cherwell (previous ITSM) and quality assurance/ data integrity validation

Additional JSM workflow/ forms/ email notification automation enhancements

Assist with building JSM dashboards/ reports/ analytics

Assist with building a Knowledge Base within JSM and creating documentation of particular processes and configurations

Additional Phase 2 Implementation Efforts, as assigned

Some general triage of tickets and occasional meetings to explain or ascertain development needs may also be required

Minimum Qualifications:

Minimum 3 years of experience configuring and administering Jira Service Management (JSM) and integrating JSM with third-party enterprise systems (e.g., SSO/identity providers such as Microsoft Entra and Okta, platforms such as Microsoft Azure/ DevOps, and configuration management systems such as Microsoft Configuration Manager or Microsoft InTune), monitoring tools, HR systems, or ERP platforms) using REST APIs, webhooks, or native connectors

Minimum 3 years of experience designing and implementing service management workflows, automation rules, and request type configurations aligned to ITIL or equivalent frameworks

Minimum 3+ years' experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity

Minimum 3 years of experience hands-on experience with Atlassian automation (native JSM rules) to reduce manual effort and improve consistency

Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience).

Well Qualified Candidates Have:

Significant experience with data integrity measures, querying, identifying and reconciling CMDB assets

Deep familiarity with JSM project types (IT service management, customer service, HR service delivery) and their underlying configuration models

Experience with advanced JSM features including assets/CMDB, change management workflows, SLA configuration, and multi-channel intake (portal, email, chat, API)

Proficiency with Jira Query Language (JQL) for queue management, reporting, and automation trigger conditions

Proficiency with scripting languages such as Microsoft PowerShell or Python to

facilitate automations and API integrations

Familiarity with Confluence as a knowledge base layer integrated with JSM for article

suggestion and self-service deflection

Experience designing and optimizing customer-facing portals for usability,

accessibility, and request clarity

Experience mapping current-state service delivery processes, identifying waste, and

designing optimized workflows

Ability to facilitate discovery workshops with service owners, process leads, and

platform administrators to gather requirements and prioritize configuration work

maps, job aids, configuration guides, and training materials

Proven ability to translate business service requirements into platform

configurations and communicate tradeoffs to both technical and non-technical

stakeholders

Requirements

Required Skills

Skill Type

Skill Name

Configuring and administering Jira Service Management (JSM) and integrating JSM with third-party enterprise systems (3+ years)

Designing and implementing service management workflows, automation rules, and request type configurations aligned to ITIL or equivalent frameworks (3+ years)

Hands-on experience with Atlassian automation (native JSM rules) (3+ years)

Preferred Skills

Skill Type

Skill Name

Significant experience with data integrity measures, querying, identifying and reconciling CMDB assets