Business Analyst/Consultant III; ITSM – Jira Service Management
Listed on 2026-02-14
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IT/Tech
IT Consultant, IT Business Analyst, Systems Analyst, IT Project Manager
Position Overview
Business Analyst / Consultant III (ITSM – Jira Service Management) – Remote (Wisconsin residents only) – Occasional hybrid onsite as needed – Contract (C2C) – Through 06/30 (3–4 months) with possible extension – Virtual interview (Microsoft Teams)
The State of Wisconsin is seeking a Business Analyst / Consultant III to support an enterprise-level IT Service Management (ITSM) implementation at UW‑Madison’s School of Medicine and Public Health (SMPH). The project leverages Atlassian Cloud
, with a strong focus on Jira Service Management configuration, ITIL‑aligned processes, and tool integrations to improve service delivery.
This role is ideal for a consultant with hands‑on ITSM experience, strong Jira configuration skills, and the ability to collaborate with technical and business stakeholders in a higher‑education environment.
Key Responsibilities- Support enterprise ITSM implementation using Atlassian Cloud
- Configure and customize Jira Service Management
, including workflows, SLAs, queues, and automation rules - Apply ITIL best practices to improve incident, request, problem, and change management processes
- Analyze current IT service processes and recommend improvements
- Integrate Atlassian tools with other IT management systems
- Collaborate with IT teams, stakeholders, and vendors across SMPH
- Document requirements, configurations, and process improvements
- Provide guidance and support during rollout and adoption phases
- 4–7 years of experience in IT Service Management (ITSM) environments
- Strong understanding of ITIL frameworks and real‑world application
- Hands‑on experience with Jira Service Management
:- Workflow configuration
- SLA setup
- Automation rules
- Service request management
- Experience integrating Atlassian Cloud tools with other IT systems
- Excellent analytical, communication, and documentation skills
- Must be a current Wisconsin resident (no relocation allowed)
Preferred Qualifications
- ITIL certification (Foundation or higher)
- Advanced Jira automation or scripting experience
- Experience working in Agile environments
- Experience using Jira Software for product or project tracking
- Bachelor’s degree in an IT‑related field
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