Jira Service Management Specialist

Project Context: Wisconsin Department of Natural Resources (DNR) is seeking a Jira Service Management (JSM) Specialist to spearhead Phase 2 technical implementation efforts within this Information Technology Service Management Platform (ITSM), now that initial implementation of the JSM system is concluding (production instance launched in August, 2026).

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 In. Tune 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 In. Tune), 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 Power. Shell 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 Requirements Required Skills Skill Type Skill Name Certification Education License Other Skill Configuring and administering Jira Service Management (JSM) and integrating JSM with third-party enterprise systems (3+ years) Certification Education License Other Skill Designing and implementing service management workflows, automation rules, and request type configurations aligned to ITIL or equivalent frameworks (3+ years) Certification Education License Other Skill Hands-on experience with Atlassian automation (native JSM rules) (3+ years) Preferred Skills Skill Type Skill Name Certification Education License Other Skill Significant experience with data integrity measures, querying, identifying and reconciling CMDB assets