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# IT Service Management Specialist

- **Company:** Mosaic Inc.
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Agile Methodology, JIRA, Configuration Management Databases, Information Systems, System Configuration, Information Technology, Atlassian Tools
- **Published:** September 16, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4c8d44f327120983

## About the Role

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
*

## Description

* 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