Jira Service Management Specialist

VIVA; Madison (WI); Híbrido; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work arrangement

Descripción de la vacante

VIVA seeks a Jira Service Management Specialist to lead Phase 2 ITSM implementation, focusing on configuring workflows, automations, and CMDB enhancements within JSM. The role requires strong integration skills with Azure, DevOps, InTune, and Configuration Manager to improve service delivery and operational efficiency.

The position is hybrid (60/40), with two onsite days per week, and will involve data migration from Cherwell, dashboard development, and knowledge-base creation to support the

Formación

• Bachelor's degree or equivalent in IT or related field.
• Minimum 3 years configuring and administering Jira Service Management (JSM).
• Experience with integrating JSM with enterprise systems via REST APIs or connectors.

Responsabilidades

• Configure workflows, forms, approvals, notifications, and automation rules using JSM.
• Integrate JSM with 3rd-party enterprise apps and automation to streamline service delivery.
• Implement two-way communication between JSM and enterprise platforms (Azure/DevOps via API).
• Integrate JSM with Microsoft InTune and Configuration Manager.
• Modify CMDB schemas and asset configurations per data governance.
• Build JSM dashboards, reports, and analytics.
• Develop Knowledge Base within JSM and document configurations.
• Support data migration from Cherwell to JSM and QA data integrity.

Conocimientos

Jira Service Management

JQL

APIs & Integrations

PowerShell / Python

Confluence knowledge

ITIL processes

Data migration

Educación

Bachelor's degree or equivalent

Herramientas

Forge Development

Azure DevOps

Microsoft InTune

Configuration Manager

Descripción del empleo

Hybrid position 60/40 (2 days onsite per week). The client is looking for one (1) Jira Service Management Specialist

Project Context

The client 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 the client 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:
• Implementing two-way communication between JSM and enterprise platforms such as Microsoft Azure/ DevOps using API calls and service accounts.
• Integrating JSM with Microsoft InTune
• Integrating JSM more fully with Microsoft Configuration Manager
• Modifying JSM CMDB schemas and asset configurations as prescribed by the client 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

• 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

• 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 Assets Query Language (AQL) for CMDB 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
• Experience producing service management documentation including process 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

Top Required Skills & Years of Experience

• 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

Education

• If no degree, must have 12+ years of IT experience
• If Associates Degree, must have 6 years of IT experience
• or a Bachelors Degree within the IT field will be accepted.

Nice to Have Skills

• 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

Notes

• Hybrid position 60/40 (2 days onsite per week).

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status