IO Datasphere, Inc. has been providing project management, software development and IT staff augmentation services to our clients in the Midwest and throughout the U.S. since 1996. We are an approved vendor on contract to provide software development and IT staff augmentation services for the States of Illinois, Michigan, Minnesota, Iowa, and Wisconsin. We also provide these services to businesses, as well as local and county governments, in the Midwest and nationwide.

Our client is looking for a ITSM Engineer/Business Analyst with expertise in Atlassian Cloud products (Jira Service Management, Jira Software, Confluence) to join our growing IT team. This role offers the opportunity to work with cutting-edge technology while collaborating with cross-functional teams to improve business processes and service management practices.

Tasks

Jira Service Management Administration:

• Configure, maintain, and customize Jira Service Management for ITSM processes including Incident, Problem, Change, and Request Management.
• Design and implement workflows, automation rules, SLAs, and reporting dashboards within Atlassian products.
• Optimize and manage integrations with other tools such as ServiceNow, monitoring platforms, and CMDBs (asset management).

Process Optimization:

• Analyze and improve ITSM workflows to ensure efficient service delivery aligned with industry best practices.
• Work with IT and business teams to assess and refine processes, ensuring compliance with ITIL frameworks.
• Ensure that best practices for service management are implemented and adhered to across the organization.

User Support & Training:

• Provide technical support and troubleshooting for end-users and teams utilizing Atlassian products.
• Create and deliver training materials to improve user adoption and proficiency with Atlassian tools.
• Serve as a subject matter expert in Jira Service Management, Confluence, and other related Atlassian Cloud tools.

System Integration and Automation:

• Design, implement, and maintain integrations between Jira Service Management and other ITSM tools, systems, and third-party applications.
• Leverage Atlassian s automation and scripting capabilities to streamline workflows and reduce manual tasks.

Reporting and Analytics:

• Develop and manage custom dashboards, reports, and performance metrics to track ITSM performance.
• Provide actionable insights from data to improve service delivery and operational efficiency.

Collaboration and Communication:

• Work closely with IT teams, business stakeholders, and product owners to gather requirements and implement changes.
• Participate in service improvement initiatives and deliver recommendations based on data analysis.

Knowledge, Skills and Abilities Required:

• Strong troubleshooting and problem-solving skills, especially in high-pressure environments.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Strong teamwork skills, with the ability to work across departments and with various teams to drive results.

NOTE: Candidate MUST be a WI resident or willing to relocate to WI prior to starting the role at their own expense. Candidate can work remote with the option of hybrid work on occasion.

Location: Madison, WI (Remote)

Contract: 1 years

Skills Required:

• 4-7 years - Experience in ITSM engineering and/or business analytical role, with a focus on Atlassian Cloud products
• 4-7 years - Experience working in IT Service Management (ITSM) environments, managing and optimizing ITSM tools, and implementing solutions to enhance service delivery.
• 4-7 years - Strong understanding of ITIL frameworks and their application in ITSM processes.
• 4-7 years - Experience in integrating Atlassian Cloud tools with other IT management systems.
• 4-7 years - Hands-on experience in Jira Service Management configuration and customization, including workflow design, SLA configuration, and automation rules.
• Solid understanding of system administration and application support.
• Proficiency in Atlassian products, particularly Jira, Jira Service Management and Confluence.
• Knowledge of integrations with third-party tools (e.g., monitoring systems, cloud platforms, API connectors, etc)

Skills Desired A plus to have:

• ITIL certification (Foundation or higher)
• Experience with advanced Jira automation and scripting for customized workflows.
• Experience in Agile environments and using Jira Software in product development.
• Bachelor's degree in an IT related field.

***Rate depends on experience

*** Local candidates preferred, not mandatory

*** Candidates authorized to work in the US are encouraged to apply. We are not sponsoring H1B candidates at this time.

*** Companies submitting candidates should only submit direct W2 employees for this position.

Please submit your resume by using the "URL" below