Jira Service Management Specialist

I O DATASPHERE; Madison (WI); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Wisconsin Department of Natural Resources (DNR) seeks a Jira Service Management Specialist to lead Phase 2 ITSM implementation and data migration efforts in Madison, WI. The role supports integration with enterprise apps, automations, and dashboards. Hybrid work 60/40; in-person interview required.

Eligible for H1b/H4/TN visas; relocation at own expense. Experience with Atlassian tools, ITIL-aligned workflows, and CMDB/data integrity is essential; bachelor’s or 6+ years of relevant work

Qualifications

• 3+ years configuring and administering Jira Service Management (JSM) with third-party integrations using REST APIs or native connectors.
• 3+ years designing and implementing service management workflows and automation rules aligned to ITIL or equivalent frameworks.
• 3+ years helping enterprise clients improve service delivery, tooling adoption, or ITSM maturity.
• 3+ years hands-on Atlassian automation (native JSM rules) to reduce manual effort.
• Bachelor's degree OR equivalent work experience (6+ years with assoc or 12 years without).
• Significant experience with data integrity measures, CMDB assets reconciliation.
• Deep familiarity with JSM project types and their configuration models.
• Experience with advanced JSM features including assets/CMDB, change management, SLA, multi-channel intake.

Responsibilities

• Configure workflows, forms, approvals, and automation rules using native JSM features.
• Integrate JSM with enterprise apps (Azure/DevOps, Entra/Okta) via REST APIs and service accounts.
• Develop dashboards/reports/analytics and knowledge base in JSM.
• Support Phase 2 implementation and Cherwell data migration to JSM.
• Assist discovery workshops and stakeholder interviews to gather requirements.

Skills

JSM configuration

REST APIs

Automation rules

Jira/Confluence

ITIL frameworks

Data integrity

PowerShell

Python

CMDB assets

Stakeholder comms

Education

Bachelor's degree

Associate degree +6 years

12 years experience without degree

Tools

Microsoft Entra

Okta

Azure DevOps

Configuration Manager

InTune

REST APIs

Job description

Client Name Wisconsin Department of Natural Resources (DNR)

Requisition 167731

Location Madison, WI

Duration 1 year

Due Date 11/12/2026

C2C Possible Yes. Rate depends on experience

Interview Method On-site

NOTE: Current Wisconsin residents or those willing to relocate at your own expense, PRIOR to starting. Hybrid position 60/40 (2 days a week onsite). IN PERSON INTERVIEW REQUIRED even if out of state. We can accept H1b, H4, TN and other valid work visas for IT. However we cannot accept OPT or CPT visas at this time.

Description:

Our client is looking for a Jira Service Management 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 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

Tasks

• 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's 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

Knowledge, Skills and Abilities Required:

• 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
• Ability to facilitate discovery workshops with service owners, process leads, and platform administrators to gather requirements and prioritize configuration work

Skills Required

• 3+ years - 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
• 3+ years - Experience designing and implementing service management workflows, automation rules, and request type configurations aligned to ITIL or equivalent frameworks
• 3+ years - Experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity
• 3+ years - Hands-on experience with Atlassian automation (native JSM rules) to reduce manual effort and improve consistency
• Bachelor's degree, OR associate's degree with at least 6 years of work experience, OR at least 12 years of work experience without a degree.
• 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)
• 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
• 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