Jira Service Management Specialist

Beacon Technologies, Inc; United States; Híbrido; USD 90.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and dental premiums paid

Descripción de la vacante

Beacon Technologies is seeking a Jira Service Management (JSM) Specialist to lead Phase 2 ITSM implementation for a production JSM instance. You will configure workflows, forms, approvals, and automation; integrate JSM with Azure/DevOps and other enterprise tools; and help migrate data from Cherwell while ensuring governance and quality.

The ideal candidate has 3+ years of JSM configuration and administration, strong API, scripting (PowerShell or Python), ITIL-aligned process design, and

Formación

• Minimum 3 years configuring and administering JSM with REST APIs, webhooks or connectors.
• Minimum 3 years designing service workflows and automation per ITIL or equivalent.
• 3+ years helping clients improve ITSM maturity and tooling adoption.
• Hands-on Atlassian automation using JSM rules to reduce manual effort.
• Bachelor's degree or equivalent work experience (min 12 years).

Responsabilidades

• Configure workflows, forms, approvals, notifications, and automation in JSM.
• Streamline service delivery through intelligent workflow design.
• Integrate JSM with 3rd-party enterprises apps and business automations.
• Support data migration from Cherwell and QA data integrity.
• Build JSM dashboards, reports, and a Knowledge Base.
• Assist with Phase 2 implementation and occasional ticket triage.

Conocimientos

JSM configuration & admin

REST APIs & webhooks

ITIL-aligned workflows

Scripting (PowerShell/Python)

Atlassian automation

Jira & Confluence familiarity

Educación

Bachelor's degree or equivalent experience

Herramientas

Jira Service Management

Confluence

Azure DevOps

Microsoft InTune

Configuration Manager

Descripción del empleo

Beacon is seeking a Jira Service Management (JSM) Specialist for our client partner. This role will spearhead Phase 2 technical implementation efforts within the 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 IT 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 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

Minimum Qualifications:

• 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
• 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:
• 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)
• 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

About Beacon Technologies

Are you looking to advance your career in information technology? Beacon Technologies offers career advancement opportunities, extensive training, and excellent benefits including paying for health and dental premiums for salaried employees. In addition to providing interesting opportunities, Beacon Technologies provides that old fashioned, personal touch, so you feel like a part of the Beacon team.

Beacon Technologies, Inc. is an equal employment opportunity employer with a functioning Affir...