Description

What's the Job?

• Lead Phase 2 technical implementation improvements for Jira Service Management (JSM) after initial production launch (August 2026), enhancing operational efficiency and customer experience.
• Configure JSM workflows, forms, approvals, notifications, and automation rules using native JSM functionality (Forge development is a plus).
• Streamline service delivery through intelligent workflow design and service management best practices aligned to ITIL or equivalent frameworks.
• Integrate JSM with third-party enterprise systems and business process automations (including two-way communication with Microsoft Azure/DevOps via API calls and service accounts, plus integrations with Microsoft InTune and deeper alignment with Microsoft Configuration Manager).
• Support service management reporting and knowledge enablement by assisting with dashboards, analytics, and building a JSM Knowledge Base with process documentation.

What's Needed?

• 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) 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 of experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity.
• Minimum 3 years of hands-on experience with Atlassian automation (native JSM rules) to reduce manual effort and improve consistency.
• Education requirement: Bachelor’s degree or equivalent (minimum 12 years) work experience; if Associates Degree, minimum 6 years work experience

Key Skills

Education

Any Graduate