Jira Service Management Specialist

Hybrid position 60/40 (2 days onsite per week).

The client is looking for one (1) Jira Service Management Specialist

Project Context:
The client 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 the client 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:
Implementing two-way communication between JSM and enterprise platforms such as Microsoft Azure/ DevOps using API calls and service accounts.
Integrating JSM with Microsoft InTune
Integrating JSM more fully with Microsoft Configuration Manager
Modifying JSM CMDB schemas and asset configurations as prescribed by the client 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:
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:
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 Assets Query Language (AQL) for CMDB 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

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

Notes:
Hybrid position 60/40 (2 days onsite per week).

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status