Jira Service Management (JSM) Specialist

We AreAccenture Business Agility partners with enterprise organizations to transform how they deliver services — and Jira Service Management is at the center of that work. As a JSM practitioner here, you'll own the platform layer of that transformation: designing the workflows, automation, and integrations that turn service chaos into predictable, scalable delivery.You AreThis isn't a configuration-only role. You'll work alongside Agile consultants and client stakeholders to understand how work actually flows through an organization, then build the tooling that makes better ways of working stick. ABA's combination of Agile transformation depth and Accenture's enterprise scale means you'll take on complex, high-visibility engagements that a boutique shop couldn't access and a large SI couldn't staff with genuine practitioners.The WorkThis role combines platform configuration, workflow automation, service management best practices, and AI-enabled capabilities to improve operational efficiency, customer experience, and organizational productivity.Role-Specific Responsibilities:Configure workflows, forms, approvals, notifications, and automation rules.Streamline service delivery through intelligent workflow design.Integrate JSM with enterprise applications and business processes.Integrate automation to reduce manual effort and improve service consistency.Leverage Atlassian Intelligence and Rovo capabilities to improve knowledge discovery, virtual assistance, and service automation.Identify opportunities to enhance service experiences using AI-powered workflows.Monitor and optimize AI-enabled service capabilities.Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements.Here's What You Need:Minimum 5 years of hands-on experience configuring and administering Jira Service Management (JSM) & demonstrating and integrating Jira Service Management (JSM) with third-party enterprise systems (e.g., SSO/identity providers, monitoring tools, HR systems, or ERP platforms) using REST APIs, webhooks, or native connectorsMinimum 5 years of experience designing and implementing service management workflows, automation rules, and request type configurations aligned to ITIL or equivalent frameworksMinimum 5+ years' experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturityMinimum 5 years of experience hands-on experience with Atlassian automation (native JSM rules or third-party tools such as ScriptRunner or Automation for Jira) to reduce manual effort and improve consistencyBachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)Bonus points if you haveDeep familiarity with JSM project types (IT service management, customer service, HR service delivery) and their underlying configuration modelsExperience with advanced JSM features including assets/CMDB, change management workflows, SLA configuration, and multi-channel intake (portal, email, chat, API)Proficiency with Jira Query Language (JQL) for queue management, reporting, and automation trigger conditionsFamiliarity with Confluence as a knowledge base layer integrated with JSM for article suggestion and self-service deflectionExperience designing and optimizing customer-facing portals for usability, accessibility, and request clarityWorking knowledge of Atlassian Intelligence features within JSM — including AI-assisted ticket summarization, suggested responses, and similar request detectionExperience configuring or piloting Rovo-powered virtual agents or knowledge assistants integrated with JSM workflowsAbility to identify AI deflection and automation opportunities within service queues and design measurable pilots to validate impactFamiliarity with prompt engineering concepts as applied to configuring conversational AI experiences within Atlassian or similar platformsExperience mapping current-state service delivery processes, identifying waste, and designing optimized to-be workflowsAbility to define and track service management KPIs (SLA compliance, MTTR, deflection rate, first-contact resolution) and use data to drive continuous improvementAbility to facilitate discovery workshops with service owners, process leads, and platform administrators to surface requirements and prioritize configuration workExperience producing service management documentation including process maps, configuration guides, runbooks, and training materialsAbility to benchmark client JSM maturity against industry peers and frame improvement opportunities as phased, value-driven roadmapsProven ability to translate business service requirements into platform configurations and communicate tradeoffs to both technical and non-technical stakeholderCompensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.We anticipate this job posting will be posted until 11/30/2026.Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:U.S. Employee Benefits | AccentureRole Location Annual Salary RangeCalifornia $94,400 to $266,300Cleveland $87,400 to $213,000Colorado $94,400 to $230,000Columbus $87,400 to $213,000Connecticut $94,400 to $230,000District of Columbia $100,500 to $245,000Illinois $87,400 to $230,000Maine $80,400 to $196,000Maryland $94,400 to $230,000Massachusetts $94,400 to $245,000Minnesota $94,400 to $230,000New York $87,400 to $266,300New Jersey $100,500 to $266,300Virginia $87,400 to $245,000Washington $100,500 to $245,000Requesting an AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at View phone number on click.appcast.io or send us an email or speak with your recruiter.Equal Employment Opportunity StatementWe believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy StatementAccenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.Accenture is committed to providing veteran employment opportunities to our service men and women.Other Employment StatementsApplicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. 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