Jira Service Management Specialist

This role combines platform configuration, workflow automation, service management best practices, and AI-enabled capabilities to improve operational efficiency, customer experience, and organizational productivity.

Role-Specific Responsibilities:

• Configure workflows, forms, approvals, notifications, and automation rules.

• Streamline service delivery through intelligent workflow design.

• Integrate JSM with enterprise applications and business processes.

• Integrate automation to reduce manual effort and improve service consistency.

• Leverage Atlassian Intelligence and Rovo capabilities to improve knowledge discovery, virtual assistance, and service automation.

• Identify opportunities to enhance service experiences using AI-powered workflows.

• Monitor and optimize AI-enabled service capabilities.

REQUIREMENTS

• Minimum 5 years of hands-on experience configuring and administering Jira Service Management (JSM) & demonstrating and integrating Jira Service Management (JSM) with third-party enterprise systems (e.g., SSO/identity providers, monitoring tools, HR systems, or ERP platforms) using REST APIs, webhooks, or native connectors

• Minimum 5 years of experience designing and implementing service management workflows, automation rules, and request type configurations aligned to ITIL or equivalent frameworks

• Minimum 5+ years' experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity

• Minimum 5 years of experience hands-on experience with Atlassian automation (native JSM rules or third-party tools such as ScriptRunner or Automation for Jira) to reduce manual effort and improve consistency

• Bachelor's degree or equivalent

NICE TO HAVE REQUIREMENTS

• Deep familiarity with JSM project types (IT service management, government, 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

• 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

• Working knowledge of Atlassian Intelligence features within JSM — including AI-assisted ticket summarization, suggested responses, and similar request detection

• Experience configuring or piloting Rovo-powered virtual agents or knowledge assistants integrated with JSM workflows

• Ability to identify AI deflection and automation opportunities within service queues and design measurable pilots to validate impact

• Familiarity with prompt engineering concepts as applied to configuring conversational AI experiences within Atlassian or similar platforms

• Experience mapping current-state service delivery processes, identifying waste, and designing optimized to-be workflows

• Ability to define and track service management KPIs (SLA compliance, MTTR, deflection rate, first-contact resolution) and use data to drive continuous improvement

• Ability to facilitate meetings with service owners, process leads, and platform administrators to surface requirements and prioritize configuration work

• Experience producing service management documentation including process maps, configuration guides, runbooks, and training materials

• Ability to benchmark client JSM maturity against industry peers and frame improvement opportunities as phased, value-driven roadmaps

• Proven ability to translate business service requirements into platform configurations and communicate tradeoffs to both technical and non-technical stakeholder