JIRA & JSM Specialist

Position Overview:

We are seeking a skilled JIRA and JIRA Service Management (JSM) Specialist to support the configuration, optimization, and automation of our internal request and project management processes. This contractor role will partner with business stakeholders to translate operational needs into effective JIRA and JSM configurations, automations, and reporting. The ideal candidate is comfortable engaging with non-technical teams to clarify requirements, explore solution trade-offs, and deliver practical improvements that balance functionality with implementation timelines. This is a targeted engagement focused on enhancing how our teams manage work using JIRA Software and JSM.

Responsibilities:

● Design, configure, and manage JIRA Service Management projects to support intake and processing of operational and customer requests (e.g., QBR preparation, onboarding tasks, custom requests for LuLu, our AI-powered lending companion).

● Implement and maintain robust email ingestion rules and parsing logic in JSM, ensuring professional, personalized ticket creation and routing.

● Develop and refine automations to categorize, label, and route incoming requests based on submission channels (email, customer portal, API, Slack), ensuring efficient triage and processing.

● Create and enforce permission schemes that empower administrators to effectively manage projects without impacting other teams.

● Improve JIRA Software workflows and automations—notify ticket owners when work is unblocked, keep related tickets in sync across teams, and eliminate manual handoffs.

● Standardize and document workflows, issue schemas, statuses, and automated checks to promote a unified “Definition of Done” across all projects.

● Develop and maintain comprehensive reporting dashboards that capture key metrics such as Focus Factor, Velocity, SLA compliance, cycle times, and status-specific analytics.

Required Qualifications:

● Minimum of 2–4 years of hands-on experience working extensively with Atlassian JIRA Software and JIRA Service Management (Cloud or Data Center).

● Demonstrated expertise implementing email-based ticket creation, including custom parsing rules and mail handler configurations in JSM.

● Strong track record of designing, automating, and maintaining complex workflows and project schemes within JIRA (workflows, custom fields, screens, permissions, notifications).

● Proficiency with JIRA automation tools (native Automation for Jira, ScriptRunner, or equivalent) and scripting for advanced customizations.

● Experience building and managing project reports and dashboards (e.g., Velocity, cycle time, SLA compliance, issue aging).

● Excellent analytical and problem-solving skills—able to translate stakeholder requirements into practical, maintainable solutions.

● Outstanding communication skills, with a focus on customer-centric service and clear stakeholder collaboration.

Preferred Qualifications:

● Atlassian certification (ACP-120 JIRA Service Management Administrator or equivalent) or actively pursuing Atlassian Cloud certifications.

● Deep expertise integrating JIRA with Slack, Confluence, and other collaboration tools (webhooks, APIs, marketplace apps).

● Background working in ITSM or software development environments, familiar with incident/problem/change management frameworks.

● Basic scripting ability (Python, Groovy) to build custom reports or bridge gaps when built-in automation is insufficient.

● Experience onboarding and training non-technical teams on JIRA/JSM best practices and processes.

Why Join Us:

Become an integral part of a dynamic team that’s committed to optimizing business processes and boosting productivity through strategic use of Atlassian’s tools. You’ll have full ownership over how we manage and automate work, with opportunities to shape our JSM intake models, refine email ingestion pipelines, and build dashboards that drive data-driven decisions. We encourage continuous learning—if you’re aiming for Atlassian Cloud certification, we’ll support your journey. If you’re passionate about long-term growth and enjoy collaborating across teams, this role will let you make a visible impact on how we deliver value to both internal and external stakeholders.