Job Details

We are seeking a Sr. Jira Service Management Architect who can not only redesign but reimplement Jira Service Management that powers our client's IT Support function. This person will own the Jira-specific work needed to improve intake, routing, ticket lifecycle management, backlog cleanup, SLA visibility, and operational reporting.

This is a hands-on builder role. Success is measured by shipping configuration, automation, workflows, queues, and reporting in production—not by producing purely strategy.

Core objectives

? Improve routing accuracy and speed through automated assignment and workflow logic.

? Increase ticket visibility and user transparency through real-time status updates and cleaner lifecycle states.

? Rework Jira to support a Slack-first intake model, including minimizing or deprecating legacy intake forms except where privacy is required.

? Strengthen operational measurement around backlog, ownership, and throughput.

In-scope deliverables

Ticket routing and assignment

? Design and implement auto-assignment logic

? Define routing rules by request type, team, component, urgency, or other relevant metadata

? Reduce manual triage load and unowned tickets

? Create admin documentation so the system is maintainable after handoff

Ticket lifecycle redesign

? Simplify and standardize statuses, transitions, and ownership states

? Improve visibility into "who owns this," "what is happening," and "what happens next"

? Add or improve automations for status changes, notifications, and stale-ticket handling

Ticket transparency and updates

? Implement mechanisms for real-time ticket updates / user-facing transparency

? Improve queues, request views, comments, notifications, or portal/status patterns as appropriate

? Ensure requesters and internal teams can reliably see ticket state and next action

Reporting and admin handoff

? Create dashboards for backlog aging, assignment health, SLA performance, and throughput

? Document workflow architecture, automation logic, field usage, and operational runbooks

? Leave the internal team with a clean, supportable configuration

Ideal profile

? Senior Jira Service Management administrator / architect

? Strong in workflow design, automations, queues, SLAs, schemas, forms, permissions, and reporting

? Experienced in service desk transformation, not just generic Jira administration

? Comfortable working quickly in ambiguous environments with live operational pressure

? Able to distinguish between what should live in Jira versus Slack, and design the integration boundary pragmatically

Required skills

? Deep hands-on experience with Jira Service Management

? Proven experience redesigning support/helpdesk workflows

? Strong background in automation rules, routing logic, queue design, and SLA configuration

? Experience with bulk backlog cleanup / migration / archival / workflow normalization

? Ability to produce lightweight but durable documentation and admin handoff

? Strong stakeholder management across IT, support, and operations

Preferred skills

? Experience with Slack-to-Jira operating models

? Experience in high-growth tech environments with high ticket volume and changing process

? Familiarity with support metrics such as backlog aging, MTTR, first response, reassignment rate, and requester transparency

? Experience cleaning up legacy Jira configurations without disrupting ongoing support operations

What success looks like in the first 8–12 weeks

? Auto-assignment is live for priority IT support flows

? Ticket lifecycle is materially cleaner and easier to understand

? User/internal visibility into ticket state is improved

? Legacy intake complexity is reduced in support of Slack-first intake

? Dashboards and admin documentation are in place

? Internal owners can operate the system without ongoing contractor dependence