IT Specialist

• 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

IT Specialist jobs in Alabama

IT Service Management Specialist