Jira Service Management Specialist

Client Name Wisconsin Department of Natural Resources (DNR)

Requisition 167731

Location Madison, WI

Duration 1 year

Due Date 11/12/2026

C2C Possible Yes. Rate depends on experience

Interview Method On-site

NOTE:
Current Wisconsin residents or those willing to relocate at your own expense, PRIOR to starting. Hybrid position 60/40 (2 days a week onsite). IN PERSON INTERVIEW REQUIRED even if out of state. We can accept H1b, H4, TN and other valid work visas for IT. However we cannot accept OPT or CPT visas at this time.

Our client is looking for a Jira Service Management 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 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

Tasks

• 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/ Dev Ops using API calls and service accounts.
• Integrating JSM with Microsoft In Tune
• Integrating JSM more fully with Microsoft Configuration Manager
• Modifying JSM CMDB schemas and asset configurations as prescribed by the client's 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

Knowledge, Skills and Abilities Required:

• 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 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
• Ability to facilitate discovery workshops with service owners, process leads, and platform administrators to gather requirements and prioritize configuration work

• 3+ years
  - 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/ Dev Ops, and configuration management systems such as Microsoft Configuration Manager or Microsoft InTune), monitoring tools, HR systems, or ERP…