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