Jira Service Management Specialist

Sundial Software Corporation; Madison (WI); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Sundial Software Corporation in Madison, WI seeks an experienced Jira Service Management expert to configure and optimize JSM workflows, integrate with enterprise systems, and automate ITSM processes using REST APIs, webhooks, and ScriptRunner.

You will collaborate with IT teams to deliver reliable service management, leverage ITIL-aligned practices, and drive AI-enabled automation initiatives to improve efficiency and user satisfaction.

Qualifications

• 5+ years configuring Jira Service Management (JSM) and integrating with third-party enterprise systems via REST APIs, webhooks, or native connectors.
• 5+ years designing service management workflows and automation rules aligned to ITIL or equivalent frameworks.
• 5+ years helping enterprise clients improve service delivery operations and ITSM maturity.
• Bachelor's degree or equivalent required.

Responsibilities

• Configure workflows, forms, approvals, notifications, and automation rules for JSM.
• Streamline service delivery through intelligent workflow design.
• Integrate JSM with enterprise applications and business processes.
• Integrate automation to reduce manual effort and improve consistency.
• Leverage Atlassian Intelligence and Rovo capabilities to improve knowledge discovery and service automation.
• Identify opportunities to enhance service experiences using AI-powered workflows.
• Monitor and optimize AI-enabled service capabilities.

Skills

JSM configuration

JSM integration

REST APIs

Webhooks

Enterprise systems integration

ITIL knowledge

Automation tools (ScriptRunner)

Automation for Jira

Education

Bachelor's degree or equivalent

Tools

ScriptRunner

Automation for Jira

Jira Service Management

Job description

This role combines platform configuration, workflow automation, service management best practices, and AI-enabled capabilities to improve operational efficiency, customer experience, and organizational productivity.

Role-Specific Responsibilities

• Configure workflows, forms, approvals, notifications, and automation rules.
• Streamline service delivery through intelligent workflow design.
• Integrate JSM with enterprise applications and business processes.
• Integrate automation to reduce manual effort and improve service consistency.
• Leverage Atlassian Intelligence and Rovo capabilities to improve knowledge discovery, virtual assistance, and service automation.
• Identify opportunities to enhance service experiences using AI-powered workflows.
• Monitor and optimize AI-enabled service capabilities.

REQUIREMENTS

• Minimum 5 years of hands-on experience configuring and administering Jira Service Management (JSM) & demonstrating and integrating Jira Service Management (JSM) with third-party enterprise systems (e.g., SSO/identity providers, monitoring tools, HR systems, or ERP platforms) using REST APIs, webhooks, or native connectors
• Minimum 5 years of experience designing and implementing service management workflows, automation rules, and request type configurations aligned to ITIL or equivalent frameworks
• Minimum 5+ years' experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity
• Minimum 5 years of experience hands-on experience with Atlassian automation (native JSM rules or third-party tools such as ScriptRunner or Automation for Jira) to reduce manual effort and improve consistency
• Bachelor's degree or equivalent

NICE TO HAVE REQUIREMENTS

• Deep familiarity with JSM project types (IT service management, government, 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
• 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
• Working knowledge of Atlassian Intelligence features within JSM — including AI-assisted ticket summarization, suggested responses, and similar request detection
• Experience configuring or piloting Rovo-powered virtual agents or knowledge assistants integrated with JSM workflows
• Ability to identify AI deflection and automation opportunities within service queues and design measurable pilots to validate impact
• Familiarity with prompt engineering concepts as applied to configuring conversational AI experiences within Atlassian or similar platforms
• Experience mapping current-state service delivery processes, identifying waste, and designing optimized to-be workflows
• Ability to define and track service management KPIs (SLA compliance, MTTR, deflection rate, first-contact resolution) and use data to drive continuous improvement
• Ability to facilitate meetings with service owners, process leads, and platform administrators to surface requirements and prioritize configuration work
• Experience producing service management documentation including process maps, configuration guides, runbooks, and training materials
• Ability to benchmark client JSM maturity against industry peers and frame improvement opportunities as phased, value-driven roadmaps
• Proven ability to translate business service requirements into platform configurations and communicate tradeoffs to both technical and non-technical stakeholder