Jira Service Management Specialist

Beacon Technologies; Madison (WI); Hybrid; USD 83,000 - 138,000; Full time

Job summary

Beacon Technologies, Inc. in Wisconsin seeks an experienced Jira Service Management (JSM) Specialist to support and enhance an enterprise ITSM platform. The role focuses on platform configuration, automation, integrations, CMDB management, reporting, and process optimization in a large environment.

The ideal candidate has 3+ years with JSM, ITIL-aligned workflows, and enterprise integrations. Hybrid schedule with two onsite days per week; candidates must reside in Wisconsin or be willing to

Qualifications

• 3+ years configuring and administering Jira Service Management (JSM).
• 3+ years integrating JSM with enterprise platforms using REST APIs or webhooks.
• 3+ years designing ITSM workflows and automation aligned with ITIL.
• 3+ years hands-on Atlassian Automation for JSM.
• 3+ years helping enterprises improve service delivery or ITSM maturity.
• Strong experience with Azure DevOps, Intune, ConfigMgr, Entra ID/Okta, and API-based integrations.

Responsibilities

• Configure and maintain JSM workflows, forms, approvals, notifications, portals, and automation rules.
• Design and optimize ITSM workflows aligned with ITIL.
• Develop automation using Atlassian automation.
• Integrate JSM with enterprise apps via APIs, webhooks, connectors.
• Support integrations with Azure DevOps, Intune, ConfigMgr, Entra/Okta and other systems.
• Assist CMDB/Asset Management configuration and governance.
• Support data migration, validation, and QA efforts.
• Build dashboards, reports, and analytics for visibility.
• Create and maintain knowledge base and docs.
• Collaborate with stakeholders to gather requirements and implement improvements.
• Participate in ticket triage and service management discussions.

Skills

Jira Service Management

REST API integration

ITSM workflows ITIL

Atlassian Automation

JQL

PowerShell/Python automation

Stakeholder communication

Data migration support

Education

Bachelor's degree in IT or related field

Associate's degree + 6+ years IT experience

No degree + 12 years IT experience

Tools

Microsoft Azure DevOps

Microsoft Intune

Microsoft Configuration Manager

Microsoft Entra ID / Okta

APIs / webhooks integrations

Job description

Jira Service Management (JSM) Specialist

Location: Madison, Wisconsin (Hybrid - 2 Days Onsite Per Week)
Duration: Contract through June 2027 with potential extensions

About the Opportunity:

We are seeking an experienced Jira Service Management (JSM) Specialist to support and enhance an enterprise IT Service Management (ITSM) platform. This role will focus on platform configuration, workflow automation, integrations, CMDB management, reporting, and process optimization initiatives within a large, complex enterprise environment.

The ideal candidate will have strong Jira Service Management expertise, experience integrating enterprise systems, and a passion for improving service delivery operations through automation and best practices.

Key Responsibilities:

• Configure and maintain Jira Service Management workflows, forms, approvals, notifications, portals, and automation rules.
• Design and optimize service management processes aligned with ITIL best practices.
• Develop and enhance automation solutions using native Atlassian automation capabilities.
• Integrate JSM with enterprise applications using APIs, webhooks, and native connectors.
• Support integrations with platforms such as Microsoft Azure DevOps, Microsoft Intune, Microsoft Configuration Manager, identity providers, and other enterprise systems.
• Assist with CMDB/Asset Management configuration, governance, and ongoing maintenance.
• Support data migration activities, data validation, and quality assurance efforts.
• Build dashboards, reports, and analytics to improve operational visibility.
• Create and maintain knowledge base content and technical documentation.
• Collaborate with stakeholders to gather requirements and implement platform improvements.
• Participate in ticket triage, troubleshooting, and service management discussions as needed.

Required Qualifications:

• Minimum 3 years of experience configuring and administering Jira Service Management (JSM).
• Minimum 3 years of experience integrating JSM with enterprise platforms using REST APIs, webhooks, or native connectors.
• Minimum 3 years of experience designing and implementing ITSM workflows, request types, and automation aligned with ITIL or similar frameworks.
• Minimum 3 years of hands-on experience with Atlassian Automation for JSM.
• Minimum 3 years of experience helping enterprise organizations improve service delivery operations, tooling adoption, or ITSM maturity.

• Strong experience with:

  • Microsoft Azure DevOps.
  • Microsoft Intune.
  • Microsoft Configuration Manager.
  • Microsoft Entra ID and/or Okta.
  • API-based integrations.

Education Requirements:

• Bachelor's degree in Information Technology or related field; OR
• Associate's degree with a minimum of 6 years of IT experience; OR
• No degree with a minimum of 12 years of IT experience.

Preferred Qualifications:

• Experience with CMDB administration, data integrity, asset reconciliation, and governance.

• Deep knowledge of JSM project types, including:

  • IT Service Management.
  • Customer Service.
  • HR Service Delivery.
• Experience with JSM Assets/CMDB, SLA management, and Change Management workflows.
• Strong Jira Query Language (JQL) experience.
• Experience using PowerShell and/or Python for automation and integrations.
• Familiarity with Confluence as a knowledge management platform.
• Experience designing customer-facing service portals.
• Experience facilitating stakeholder workshops and gathering business requirements.
• Experience creating process maps, training materials, configuration guides, and operational documentation.
• Ability to communicate effectively with both technical and non-technical stakeholders.

Location & Interview Requirements:

• Candidates must currently reside in Wisconsin or be willing to relocate before the start date.
• Hybrid schedule requiring approximately 2 days onsite per week.
• Local candidates are preferred.
• In-person interview required. Candidates must be able to attend an onsite interview regardless of current location.