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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in configuring and administering Jira Service Management, applying ITIL Service Management processes, and translating stakeholder requirements into effective system designs. Proven ability to analyze service data for operational performance improvement and support governance in regulated environments.
Highest-signal resume keywords
Jira Service Management AdministrationITIL Service Management ProcessesData Analysis and Trend IdentificationStakeholder EngagementAtlassian Certifications
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Jira WorkflowsService Level Agreements (SLAs)Incident ManagementChange ManagementKnowledge ManagementReporting and DashboardsConfiguration ManagementAutomationGovernance ControlsOperational Performance Monitoring
Soft Skills
Effective CommunicationStakeholder Engagement
Tools & Technologies
Jira Service ManagementServiceNowConfluence
Certifications & Qualifications
Atlassian CertificationsTSPV Security Clearance
Industry Keywords
ITSM ReportingService MetricsContinual Service ImprovementDefenceNational Security
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Design, configure, and maintain Jira Service Management workflows, automations, SLAs, forms, queues, reporting, and governance controls
- Support Incident, Request, Problem, Change, and Knowledge Management processes
- Partner with Service Delivery, Engineering, Architecture, and Business stakeholders to translate operational policies and ITIL practices into practical tooling
- Improve service visibility, compliance, resolution outcomes, and user experience
- Support and govern multiple environments and instances
- Implement controlled configuration promotion, segregation, and sustainable practices
- Develop dashboards, trend analysis, reporting, and knowledge management capabilities
- Provide actionable insights and improve service performance and first contact resolution
- Support data-driven decision making across the program
Requirements
What you’ll need- Experience configuring and administering Jira Service Management, including workflows, schemes, automations, SLAs, request types, forms, queues, permissions, and reporting
- Practical experience applying ITIL Service Management processes including Incident, Request, Problem, Change, and Knowledge Management through tooling and operational processes
- Ability to translate policies, procedures, and stakeholder requirements into fit-for-purpose system designs and workflow solutions
- Experience supporting multi-project or multi-environment service management platforms with a focus on governance, auditability, and change control
- Analytical capability to interpret service data, identify trends, and provide recommendations that improve operational performance and customer outcomes
- Effective communication and stakeholder engagement skills
- Atlassian certifications or formal training in Jira and Jira Service Management administration advantageous
- Experience integrating Jira Service Management with ServiceNow or other enterprise service management platforms advantageous
- Knowledge of ITSM reporting, service metrics, continual service improvement, and operational performance monitoring advantageous
- Experience working within Defence, National Security, or other highly regulated environments advantageous
- Familiarity with Confluence administration, knowledge management practices, and self-service portal development advantageous
- Must be an Australian Citizen
- Must hold an active TSPV Security Clearance
- Ability to be successful for a DISA/OSA
Benefits
Comp & perks- Life Days (up to 12 extra days off per year)
- Part-time arrangements
- Job sharing
- Compressed hours
- Free access to Headspace and MeQuilibrium
- Dedicated wellness spaces
- Access to over 120,000 on-demand courses
- Technical, project management, leadership, and professional development opportunities
- Career development and growth opportunities
- Flexible work arrangements
- Investment in employee development