Jira Service Management Specialist

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Title: Jira Service Management Specialist

LOCATION: Madison, WI- Hybrid 60/40: two days onsite per week. Must reside in Wisconsin or relocate to Wisconsin before starting. Local candidates, To Madison Area, preferred.

INTERVIEW PROCESS: In-person interview required. Out-of-state candidates must be able to attend the onsite interview

DESCRIPTION

DNR seeks one Jira Service Management (JSM) Specialist to lead Phase 2 technical implementation of its IT service management platform. The production JSM instance launched in August 2026, and the initial implementation is concluding.

JSM replaces Cherwell, which reaches end of life in mid-December 2026. Most legacy data has migrated, with a final migration push planned after Cherwell reaches end of life. The specialist will support change-management processes within the Systems and Data Management Section of DNR IT during the transition and beyond, combining platform configuration, workflow automation and service-management practices to improve operational efficiency, customer experience and organizational productivity.

Role responsibilities

• Configure and enhance native JSM workflows, forms, approvals, email notifications, request types and automation rules; streamline service delivery through intelligent workflow design.
• Integrate JSM with enterprise applications and business-process automations. Implement two-way communication with platforms such as Microsoft Azure/DevOps using API calls and service accounts; integrate Microsoft Intune and expand Microsoft Configuration Manager integration.
• Modify JSM CMDB schemas and asset configurations as prescribed by the DNR IT data governance lead.
• Import remaining Cherwell data into JSM and perform quality assurance and data integrity validation.
• Assist in building JSM dashboards, reports and analytics.
• Build a knowledge base within JSM and document particular processes and configurations.
• Complete additional Phase 2 implementation work as assigned, including general ticket triage and occasional meetings to explain or determine development needs.

KEY SKILLS

• Minimum 3 years configuring and administering JSM and integrating JSM with third-party enterprise systems using REST APIs, webhooks or native connectors. Examples include SSO/identity providers Microsoft Entra and Okta; Microsoft Azure/DevOps; Microsoft Configuration Manager and Intune; monitoring tools; HR systems; or ERP platforms.
• Minimum 3 years designing and implementing service-management workflows, automation rules and request type configurations aligned to ITIL or equivalent frameworks.
• Minimum 3 years hands-on experience with Atlassian automation using native JSM rules to reduce manual effort and improve consistency.
• Minimum 3 years helping enterprise clients improve service delivery operations, tooling adoption or ITSM process maturity. This is an explicit minimum in both sources, although omitted from the final RAW Required Skills table.

NICE TO HAVE SKILLS

• Significant experience with data integrity measures, querying, identifying and reconciling CMDB assets.
• Deep familiarity with JSM project types for IT service management, customer service and HR service delivery and their underlying configuration models.
• Advanced JSM features: assets/CMDB, change-management workflows, SLA configuration and multichannel intake through portal, email, chat and API.
• Jira Query Language (JQL) for queue management, reporting and automation trigger conditions.
• Assets Query Language (AQL) for CMDB management, reporting and automation trigger conditions.
• Microsoft PowerShell or Python scripting for automations and API integrations.
• Confluence integrated with JSM for knowledge articles, article suggestions and self-service deflection.
• Customer portal design and optimization for usability, accessibility and request clarity.
• Current-state service delivery process mapping, waste identification and optimized workflow design.
• Discovery workshop facilitation with service owners, process leads and platform administrators to gather requirements and prioritize configuration work.
• Service-management documentation: process maps, job aids, configuration guides and training materials.
• Translation of business service requirements into platform configurations and communication of tradeoffs to technical and nontechnical stakeholders.
• Atlassian Forge development experience is a plus.

INTERVIEW PROCESS

• In-person interview required. Out-of-state candidates must be able to attend the onsite interview.

EQUIPMENT

• Equipment provisions are not specified in either source.

ADDITIONAL DETAILS

Candidate Evaluation - Prioritized Skill Baseline

Baseline 167731-B1-20261106. Both = client PDF and RAW. Source labels preserve formal classifications; operational priority does not convert a preferred skill into a mandatory minimum. Skill names, categories, ordering and weights are frozen for requisition 167731.