JIRA Service Management Consultant
Anywhere
Category: Information Technology
Reference ID: 10069822
Shortcut: http://addisongroup.gosnaphop.com/EGaVcI
Job Title: Jira Service Management Consultant
Location: Remote - must be located in the United States (CST, MST, or PST time zone)
Duration: 8 + week project
Compensation: $90 - $100 / HR
Work schedule: Monday-Friday (8 AM-5PM)
Benefits: This position is eligible for medical, dental, vision and 401(k).
About the Role:
Addison Group is seeking a Jira Service Management Consultant for our client to help elevate and optimize an existing JSM environment. This role blends hands-on configuration with business analysis, focusing on improving IT service processes, enhancing reporting capabilities, and driving overall system maturity. You’ll play a key role in transforming a partially developed setup into a scalable, efficient, and insight-driven platform.
Key Responsibilities:
- Evaluate the current Jira Service Management instance and identify opportunities for improvement across workflows, structure, and usability
- Redesign and implement streamlined processes for incident handling, service requests, and broader ITSM functions
- Analyze existing workflows and rebuild them to align with best practices and operational goals
- Partner with stakeholders to gather requirements and translate them into effective system configurations
- Develop and maintain dashboards and reports that provide actionable insights for both technical and business teams
- Optimize queues, SLAs, automation rules, and request forms to improve response times and user experience
- Enhance self-service capabilities through portal improvements and knowledge base integration
- Perform system cleanup activities, including fixing broken automations, permissions, and inconsistent configurations
- Provide recommendations on advanced features and potential platform upgrades based on business needs
- Create clear documentation and deliver training sessions to support adoption and long-term success
Qualifications:
- 4+ years of experience working with Jira Service Management Cloud in an administrative or consulting capacity
- Strong knowledge of JSM features such as request types, SLAs, automation, portals, queues, and reporting tools
- Advanced proficiency with JQL for building custom filters, reports, and dashboards
- Experience designing dashboards using various gadgets and layouts tailored to different audiences
- Solid understanding of Jira configuration elements including workflows, schemes, permissions, and custom fields
- Familiarity with ITSM frameworks such as ITIL (incident, problem, change, and request management)
- Experience auditing and improving existing JSM environments to ensure scalability and efficiency
- Ability to design user-friendly intake forms with dynamic fields and clear guidance
- Strong communication skills with the ability to bridge technical and non-technical stakeholders
- Self-motivated and capable of managing priorities independently
Preferred:
- Atlassian certifications (e.g., ACP-120 or similar JSM credentials)
Perks
- Opportunity to make a significant impact on a high-visibility ITSM transformation initiative
- Collaborative environment with cross-functional stakeholders
- Exposure to strategic decision-making around platform enhancements and upgrades
Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
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