Jira Service Management Specialist (167731)

CCI- Computer Consultants International, Inc.; Madison (WI); Híbrido; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Wisconsin Department of Natural Resources (DNR) seeks a Jira Service Management (JSM) Specialist to lead Phase 2 technical implementation. You will configure workflows, integrate with Azure/DevOps and InTune, and refine CMDB assets to improve IT service delivery.

You will support data migration from Cherwell, develop dashboards, and document processes while collaborating with Change Management and the IT team. Hybrid work in Madison is involved.

Formación

• 3+ years configuring JSM with third‑party integrations via REST APIs or webhooks.
• 3+ years designing ITIL‑aligned service workflows and automation.
• 3+ years improving ITSM operations and tooling adoption.
• Hands-on Atlassian automation to reduce manual work.

Responsabilidades

• Configure JSM workflows, forms, approvals, notifications, and automation rules.
• Streamline service delivery through intelligent workflow design.
• Integrate JSM with 3rd‑party enterprise apps and business process automations via API calls.
• Modify JSM CMDB schemas and asset configurations as per governance.
• Data migration support from Cherwell and QA data integrity checks.
• Build JSM dashboards/reports/analytics and a knowledge base.

Conocimientos

JSM configuration

REST API integration

Atlassian automation

ITIL/ITSM processes

Forge Development

Change management

Educación

Bachelor’s degree or equivalent (12 yrs)

Associate’s degree + 6 yrs experience

Herramientas

Azure/DevOps

InTune

Configuration Manager

Cherwell (legacy)

Descripción del empleo

*INTERVIEW NOTES:

IN PERSON. IF CANDIDATE IS FROM OUT OF STATE, Must Be Able To Attend Onsite Interview.

MANDATORY REQUIREMENTS:

• 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)
• Experience hands-on experience with Atlassian automation (native JSM rules) to reduce manual effort and improve consistency. (3+ years)
• EDUCATION: Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience).

NICE TO 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

Wisconsin Department of Natural Resources (DNR) is seeking a Jira Service Management (JSM) 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 within the Systems and Data Management Section of DNR 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 o Integrating JSM more fully with Microsoft Configuration Manager
• Modifying JSM CMDB schemas and asset configurations as prescribed by DNR 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

Period of Performance:

Until 6/30/27 with extensions possible

Location:

Madison, WI (HYBRID)

* Must be WI resident or willing to relocate to WI PRIOR to starting role. Local candidates preferred. Hybrid position 60/40 (2 days onsite per week).

INTERVIEW NOTES:

IN PERSON. IF SUBMITTING OUT OF STATE CANDIDATES, They Must Be Able To Attend Onsite Interview.