Service Management Specialist - JSM

Service Management Specialist - JSM

Rate: £580 a day

Duration: Initially 6 months

Location: Corsham - full time on site

Clearance: SC Clearance Required

You will join a global IT Consltancy who are delivering Digital Transformation to the MoD.

They are seeking a Service Management Resource who will be responsible for the configuration, optimisation, and administration of Jira Service Management (JSM), Jira Software (JSW), and Confluence to support IT Service Management (ITSM), Agile delivery, and operational excellence.

This role ensures workflows, automations, and integrations are aligned with organisational processes and governance standards, enabling efficient service delivery, incident response, and knowledge management.

Key Duties and Responsibilities

Design, build, and maintain JSM workflows, including request, incident, problem, and change management processes.
Create and optimise automation rules to streamline ticket handling and escalation processes.
Develop and manage Proforma forms for structured data capture and improved user experience.
Configure and support ITSM modules (Request, Incident, Problem, Change, Asset, and Configuration Management).
Administer and maintain the Assets module (Insight), including:
Asset schema design
Custom field integrations
Attribute-based automation and relationships
Implement and manage webhooks to integrate JSM with third-party systems and internal platforms.
Develop reports and dashboards to track SLAs, performance metrics, and service trends.
Administer Crowd/Access for user management, roles, and permission schemes across the Atlassian suite.

Jira Software (JSW)

Create and configure Jira projects, including permission schemes, issue types, and notification settings.
Build and manage Kanban boards for Agile teams, ensuring alignment with sprint and workflow practices.
Develop and refine team workflows to support project tracking, task management, and continuous delivery.
Design and maintain dashboards and reports for team performance, backlog health, and throughput analysis.

Confluence

Create and maintain a Knowledge Base integrated with JSM for user self-service and internal documentation.
Build Confluence pages, templates, and hierarchies to support knowledge sharing and operational transparency.
Implement tagging and labelling conventions to ensure discoverability and content consistency.

Required Competencies

Proven experience configuring and administering Jira Service Management and Jira Software.
Strong understanding of ITSM principles (Incident, Problem, Change, and Request Management).
Experience with JSM Automations, Workflows, and Assets (Insight).
Competence in building dashboards and reports using Jira Query Language (JQL).
Understanding of Crowd or Atlassian Access for managing users, roles, and permissions.
Knowledge of webhooks and API-based integrations.
Experience managing a Confluence Knowledge Base, including page structure, templates, and metadata.

Desired Competencies

Atlassian certification
Experience with ITIL 4, Agile, or DevOps frameworks.
Familiarity with scripting or automation tools (e.g., PowerShell, Python, or REST APIs)