Role: Jira Service Management Specialist
Location: Madison, WI
Interview Process: IN PERSON. IF SUBMITTING OUT OF STATE CANDIDATES, THEY MUST BE ABLE TO ATTEND ONSITE INTERVIEW.
Duration of the Contract: until 6/30/27 with extensions possible
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).
Top Required Skills & Years of Experience:
• 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), monitoring tools, HR systems, or ERP platforms) 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' experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity
• Minimum 3 years of experience hands-on experience with Atlassian automation (native JSM rules) to reduce manual effort and improve consistency
Education:
If no degree, must have 12+ years of IT experience
If Associates Degree, must have 6 years of IT experience
or a Bachelors Degree within the IT field will be accepted.
Nice to Have Skills:
• 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
Project Context:
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:
o Implementing two-way communication between JSM and enterprise platforms such as Microsoft Azure/ DevOps using API calls and service accounts.
o 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
Minimum Qualifications:
• 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), monitoring tools, HR systems, or ERP platforms) 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' experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity
• Minimum 3 years of experience hands-on experience with Atlassian automation (native JSM rules) to reduce manual effort and improve consistency
• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience).
Well Qualified Candidates 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
• 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
• Proficiency with scripting languages such as Microsoft PowerShell or Python to
facilitate automations and API integrations
• 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
• Experience mapping current-state service delivery processes, identifying waste, and
designing optimized workflows
• Ability to facilitate discovery workshops with service owners, process leads, and
platform administrators to gather requirements and prioritize configuration work
• Experience producing service management documentation including process
maps, job aids, configuration guides, and training materials
• Proven ability to translate business service requirements into platform
configurations and communicate tradeoffs to both technical and non-technical
stakeholders
