Jira Service Specialist

Sundial Software Corporation; Madison (WI); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Sundial Software is seeking a Jira Service Specialist to administer Jira Service Management, configure workflows and automations, and collaborate with cross-functional teams to improve ITSM processes.

The role focuses on building dashboards, reporting insights, and governing platform usage while delivering continuous service delivery improvements for the organization in Madison, WI.

Qualifications

• Hands-on experience with Jira Service Management and ITSM workflows.
• Ability to design and implement automated workflows and processes.
• Strong knowledge of JQL and Jira reporting capabilities.
• Excellent communication and collaboration with technical and non-technical stakeholders.

Responsibilities

• Act as the primary administrator and owner of Jira Service Management.
• Configure workflows, automations, SLAs, forms, queues, and request types.
• Partner with Service Desk, Infrastructure, DevOps and business teams to drive improvements.
• Lead continuous improvement initiatives across ITSM and service delivery operations.
• Manage integrations between JSM and enterprise platforms.
• Develop reporting dashboards and analytics to monitor service performance.

Skills

Jira Service Management

ITSM processes

Workflow design

Automation

JQL & reporting

Stakeholder communication

Agile/DevOps

Tools

Jira

Dashboards

Job description

Sundial Software is currently recruiting a Jira Service Specialist to:

• Generate reports and dashboards to provide insights into service management performance. Act as the primary administrator and functional owner of Jira Service Management (JSM).
• Configure and maintain workflows, automations, SLAs, forms, queues and request types.Partner with Service Desk, Infrastructure, DevOps and business teams to deliver process improvements.
• Lead continuous improvement initiatives across ITSM and service delivery operations.
• Manage integrations between JSM and supporting enterprise platforms.
• Develop reporting dashboards, analytics and service performance insights.
• Provide governance, documentation, training and support for platform users.

REQUIRED SKILLS:

• 2-5 years' hands-on experience with Jira Service Management.
• Strong understanding of ITSM processes including incident, change and problem management.
• Experience designing and implementing workflows and automation solutions.
• Familiarity with JQL and reporting capabilities within Jira environments.
• Ability to engage effectively with technical and non-technical stakeholders.
• Understanding of Agile and DevOps delivery practices.
• Strong communication, documentation and collaboration skills