IT Service Management Specialist

The IT Service Management (ITSM) Specialist is accountable for the operational effectiveness, maturity, and continuous improvement of IT Service Management practices and the supporting toolset. This role owns the Jira and Jira Service Management (JSM) platform and ensures ITIL-aligned processes, including Incident, Change, and Problem Management, are consistently executed, measured, and improved across IT. The ITSM Specialist serves as the single point of accountability for ITSM process performance, SLA accuracy, workflow automation, and service reporting.

• ITSM Platform Ownership
• Own day-to-day administration and configuration of Jira Service Management
• Maintain and optimize workflows, request types, queues, automations, approvals, and notifications
• Ensure ticket routing and assignment logic minimizes manual triage
• Maintain platform standards, configuration governance, and documentation
• Support Jira Agile workflows, including Scrum and Kanban boards, and integrations between Jira Software and Jira Service Management
• ITIL Process Ownership
• Own operational execution of Incident, Change, and Problem Management
• Define and maintain priority models, escalation paths, and resolution standards
• Support Change Management execution, including CAB preparation and coordination
• Enable problem identification, root cause analysis, and trend reporting
• Service Performance & SLA Management
• Design, configure, and maintain SLA policies
• Monitor SLA compliance and service performance metrics
• Produce operational and leadership-level dashboards and reports
• Identify performance gaps
• CMDB & Service Configuration
• Maintain service and configuration item (CI) structures within JSM and CMDB
• Ensure accurate linkage between incidents, changes, requests, services, and assets
• Promote data quality, consistency, and reporting reliability
• Operational Improvement & Delivery
• Lead discovery and documentation of current-state ITSM processes
• Define future-state workflows and improvement roadmaps
• Maintain and prioritize an ITSM improvement backlog
• Support user acceptance testing (UAT) for configuration changes
• Develop and deliver role-based training for analysts and managers
• Maintain ITSM process documentation and runbooks
• Stakeholder Engagement
• Act as the primary ITSM contact for IT and business stakeholders
• Translate operational requirements into actionable platform and process changes
• Partner with leadership to align ITSM capabilities with organizational priorities
• Other duties as assigned

Education

• Bachelor's Degree - Information Technology, Information Systems, or Computer Science (Or equivalent practical experience in ITSM, JIRA, IT Ops) - Preferred

Work Experience

• 5+ Years - IT Service Management with at least 3 years of hands-on experience with Jira / Jira Service Management - Required

Licenses and Certifications

• ITIL - ITIL Foundations 4 or above - Required
• Atlassian - ITSM with Jira Service Management Foundations - Required
• Atlassian - Certified ITSM Specialist - Preferred

Remote States: Candidates residing in the following states will be considered for remote employment: Alabama, Colorado, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Minnesota, Missouri, Mississippi, Nebraska, North Carolina, Oklahoma, Texas, Utah, and Virginia. Remote work will not be permitted from any other state at this time.

Skills and Abilities

Essential Technical/Motor Skills

• Demonstrated experience in IT Service Management or IT Operations
• Hands-on experience administering Jira Service Management
• Working knowledge of ITIL practices (Incident, Change, Problem)
• Strong documentation, communication, and process improvement skills
• Experience supporting Jira Agile workflows

Interpersonal Skills

• Strong communication skills with the ability to engage technical and non-technical stakeholders
• Proven ability to collaborate across teams and influence process adoption without direct authority
• Strong facilitation, training, and stakeholder management skills
• Effective problem-solving, conflict resolution, and organizational follow-through
• Customer-focused mindset with the ability to balance service quality and operational efficiency

Essential Physical Requirements

Essential Mental Abilities

Essential Sensory Requirements

Exposure to Hazards

Other Skills and Abilities