Jira Service Management Specialist Job Madison area,Wisconsin USA,IT/Tech

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 Script Runner 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