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IT Service Management Specialist
Mosaic Life Care. Own day-to-day administration and configuration of Jira Service Management .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management with a strong focus on Jira Service Management administration, ITIL practices, and process improvement. Capable of engaging stakeholders and translating operational requirements into effective platform and process changes.
Highest-signal resume keywords
Jira Service Management AdministrationITIL PracticesIncident ManagementChange ManagementProblem Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
Jira Service ManagementIT Service ManagementWorkflow OptimizationSLA Policy DesignRoot Cause AnalysisTrend ReportingConfiguration GovernanceUser Acceptance TestingOperational Dashboard ProductionITSM Process Documentation
Soft Skills
Communication SkillsProcess ImprovementStakeholder ManagementFacilitation SkillsProblem-Solving Skills
Tools & Technologies
Jira SoftwareAgile ScrumKanban BoardsConfiguration Management Database (CMDB)
Certifications & Qualifications
ITIL Foundations 4Atlassian ITSM with Jira Service Management Foundations
Industry Keywords
IT OperationsService QualityOperational EfficiencyITSM Improvement BacklogCAB Preparation
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Own day-to-day administration and configuration of Jira Service Management
- Maintain and optimize workflows, request types, queues, automations, approvals, and notifications
- Ensure ticket routing and assignment logic minimizes manual triage
- Maintain platform standards, configuration governance, and documentation
- Support Jira Agile Scrum and Kanban boards and Jira Software/Jira Service Management integrations
- Own operational execution of Incident, Change, and Problem Management
- Define priority models, escalation paths, and resolution standards
- Support Change Management execution, including CAB preparation and coordination
- Enable problem identification, root cause analysis, and trend reporting
- Design, configure, and maintain SLA policies
- Monitor SLA compliance and service performance metrics
- Produce operational and leadership dashboards and reports
- Maintain service and configuration item structures in JSM and CMDB
- Ensure accurate linkage among incidents, changes, requests, services, and assets
- Lead discovery and documentation of current-state ITSM processes
- Define future-state workflows and improvement roadmaps
- Maintain and prioritize an ITSM improvement backlog
- Support user acceptance testing for configuration changes
- Develop and deliver role-based training
- Maintain ITSM process documentation and runbooks
- Act as the primary ITSM contact for IT and business stakeholders
- Translate operational requirements into platform and process changes
- Partner with leadership to align ITSM capabilities with organizational priorities
- Perform other duties as assigned
Requirements
What you’ll need- Demonstrated experience in IT Service Management or IT Operations
- Hands-on experience administering Jira Service Management
- Working knowledge of ITIL practices, including Incident, Change, and Problem Management
- Strong documentation, communication, and process improvement skills
- Experience supporting Jira Agile workflows
- Ability to engage technical and non-technical stakeholders
- Ability to collaborate across teams and influence process adoption without direct authority
- Strong facilitation, training, and stakeholder management skills
- Problem-solving, conflict resolution, and organizational follow-through skills
- Customer-focused mindset balancing service quality and operational efficiency
- Bachelor's Degree in Information Technology, Information Systems, or Computer Science is preferred, or equivalent practical experience in ITSM, JIRA, or IT Operations
- 5+ years of IT Service Management experience, including at least 3 years of hands-on Jira/Jira Service Management experience
- ITIL Foundations 4 or above certification required
- Atlassian ITSM with Jira Service Management Foundations certification required
Benefits
Comp & perks- Concierge services
- Employee lounge
- Wellness programs
- Free covered parking
- Free on-site and virtual health clinics
- Compensation and recognition programs