Jira Service Management Specialist

Project Context: Hybrid (2 days onsite)

Wisconsin Department of Natural Resources (DNR) 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 DNR IT 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 3
rd
-party enterprise applications as well as with business process
automations to reduce manual effort and improve service consistency, including:
o Implementing two-way communication between JSM and enterprise
platforms such as Microsoft Azure/ DevOps using API calls and service
accounts.
o Integrating JSM with Microsoft InTune
o Integrating JSM more fully with Microsoft Configuration Manager
• Modifying JSM CMDB schemas and asset configurations as prescribed by DNR 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
Minimum Qualifications:
• 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
• 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:
• 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
• 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