Jira Service Management (JSM) Administrator / ITSM Platform Owner

iSphere is looking for a Jira Service Management Administrator who has actually owned the environment, not someone who has just submitted tickets in Jira and added it to the skills section of their resume.

Our client needs someone who understands how JSM supports the business from end to end. You will work with IT, Help Desk, technical teams, and business stakeholders to manage the platform, improve workflows, support ITSM processes, automate repetitive work, and make sure Jira is helping people get things done instead of becoming another system everyone works around.

This is a hands-on platform ownership role. You will configure projects, workflows, request types, issue types, screens, fields, queues, permissions, notifications, SLAs, portals, routing, escalations, and automation. You will also troubleshoot platform issues, support integrations, and help establish standards so the environment remains manageable as it grows.

A big part of the role is IT Service Management. You should understand how Incident, Service Request, Problem, and Change Management work in the real world and be able to translate those processes into practical JSM workflows.

You will also support IT Asset Management, including hardware, software, users, devices, deployment, assignment, maintenance, and retirement. Experience with Jira Assets / Assets for Jira Service Management would be especially valuable.

• Strong hands-on Jira Service Management administration experience
• Experience owning or being directly responsible for a Jira/JSM environment
• Strong understanding of ITSM and Help Desk / Service Desk operations
• Experience designing, configuring, and maintaining Jira workflows
• Experience gathering business requirements and turning them into usable system workflows
• Experience with Jira integrations and interconnected enterprise systems
• Experience building Jira automation and improving manual processes
• Strong troubleshooting and problem-solving skills
• Ability to work comfortably with both technical teams and business stakeholders

Experience with Jira Assets, IT Asset Management, ITIL, APIs, webhooks, third-party integrations, or multiple Jira/JSM projects will get our attention. Atlassian certifications are a plus, but they are not required.

The strongest candidate will be able to say, “I owned Jira.” They understood how the Help Desk worked, how the business needed requests to flow, how assets connected to tickets, how integrations affected downstream systems, and how to make changes without turning the platform into a maze nobody wants to touch.

If you know JSM well enough to improve the platform instead of simply maintain it, this should be worth a conversation.