Jira Service Management Specialist

ManpowerGroup; Madison (WI); Híbrido; USD 76.000 - 80.000; Jornada completa

Descripción de la vacante

ManpowerGroup is seeking a Jira Service Management Specialist to join a public sector ITSM team in Madison, WI. The role offers a hybrid schedule (60/40) with two days on-site weekly, and a nine-plus month duration with potential extension. The pay range is $55–$58 per hour on W2, commensurate with experience.

The specialist will configure JSM workflows, integrate with Azure/DevOps and other systems, and contribute to dashboards and a knowledge base to improve service delivery and data integrity.

Formación

• Minimum 3 years configuring Jira Service Management (JSM) and integrating with third-party systems via REST APIs or webhooks.
• Experience designing service workflows and automation in ITIL-aligned environments.
• Proven ability to help enterprise clients improve ITSM operations and tooling adoption.

Responsabilidades

• Lead Phase 2 JSM technical improvements after production launch to enhance efficiency and customer experience.
• Configure JSM workflows, forms, approvals, notifications, and automation rules using native JSM features.
• Integrate JSM with Microsoft Azure/DevOps, InTune, and Configuration Manager via APIs and connectors.
• Support reporting and create a JSM Knowledge Base with process documentation.

Conocimientos

JSM configuration

Atlassian automation

ITIL alignment

Educación

Bachelor’s degree or equivalent

Herramientas

REST APIs

Webhooks

Forge development

Descripción del empleo

Our client, a public sector organization, is seeking a Jira Service Management Specialist to join their team. As a Jira Service Management Specialist, you will be part of the Information Technology Service Management Platform (ITSM) effort supporting the Systems and Data Management Section. The ideal candidate will have a strong drive to improve service delivery, a practical approach to workflow automation, and a commitment to data integrity - skills that will align successfully in the organization.

Job Title: Jira Service Management Specialist

Location: Madison, WI (Hybrid: 60/40; 2 days onsite per week). WI resident or willing to relocate to WI prior to starting role. Local candidates preferred.

Duration: 9+ months with high possible extension

Pay Range: $55 - $58 / hr. on W2

What's the Job?

• Lead Phase 2 technical implementation improvements for Jira Service Management (JSM) after initial production launch (August 2026), enhancing operational efficiency and customer experience.
• Configure JSM workflows, forms, approvals, notifications, and automation rules using native JSM functionality (Forge development is a plus).
• Streamline service delivery through intelligent workflow design and service management best practices aligned to ITIL or equivalent frameworks.
• Integrate JSM with third-party enterprise systems and business process automations (including two-way communication with Microsoft Azure/DevOps via API calls and service accounts, plus integrations with Microsoft InTune and deeper alignment with Microsoft Configuration Manager).
• Support service management reporting and knowledge enablement by assisting with dashboards, analytics, and building a JSM Knowledge Base with process documentation.

What's Needed?

• 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) 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 of experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity.
• Minimum 3 years of hands-on experience with Atlassian automation (native JSM rules) to reduce manual effort and improve consistency.
• Education requirement: Bachelor’s degree or equivalent (minimum 12 years) work experience; if Associates Degree, minimum 6 years work experience.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.