About this role

Job Summary

The role will support the Phase 2 implementation and enhancement of Jira Service Management (JSM). The position focuses on JSM configuration, workflow automation, enterprise integrations, CMDB/Assets, data migration from Cherwell, ITSM process improvement, dashboards, reporting and knowledge management.

Required Experience:

3+ years Jira Service Management (JSM) administration/configuration.
3+ years integrating JSM with third-party enterprise systems.
3+ years designing and implementing service management workflows and automation.
3+ years enterprise ITSM/service delivery improvement experience.
3+ years hands-on Atlassian/JSM automation.
REST APIs, webhooks and native connectors.
ITIL or equivalent ITSM framework experience.
Strong JSM workflow, forms, approvals and notification configuration.

Key Technical Skills:

Jira Service Management
JSM Workflows
JSM Forms / Request Types
Atlassian Automation
REST APIs / Webhooks
Azure / Azure DevOps integration
Microsoft Intune
Microsoft Configuration Manager
Microsoft Entra / Okta / SSO
CMDB / Assets
JQL
AQL
SLA configuration
Change Management
ITSM / ITIL
Confluence
PowerShell or Python

Key Responsibilities:

Configure JSM workflows, forms, approvals, notifications and automation rules.
Design optimized service-management workflows.
Integrate JSM with enterprise applications and business processes.
Implement two-way JSM/Azure DevOps communication using APIs and service accounts.
Integrate JSM with Microsoft Intune and Configuration Manager.
Modify JSM CMDB schemas and asset configurations.
Support the final Cherwell-to-JSM data migration and validate data integrity.
Build additional workflow, form and notification automations.
Assist with JSM dashboards, reports and analytics.
Build and maintain JSM Knowledge Base documentation.
Support Change Management processes.
Perform ticket triage and participate in requirements discussions.
Conduct discovery workshops and translate business requirements into JSM configurations.
Create process maps, configuration guides, job aids and training materials.

Preferred Experience:

Strong JSM CMDB/Assets experience.
JQL for queue management, reporting and automation.
AQL for CMDB/Assets management.
PowerShell/Python automation.
Confluence integration with JSM.
Customer-facing JSM portal design.
Service delivery process improvement.
Cherwell migration experience.
SLA configuration.
Change Management workflows.

Important:

The client is looking for someone who can configure and improve JSM, not someone who only uses Jira for ticket management.

Please send me your updated resume

Jira Service Management (JSM) Specialist

Key skills

About this role