Jira Service Management (JSM) Specialist

We Are

Accenture 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 Are

This 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 Work

This 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 connectors

• Minimum 5 years of experience designing and implementing service management workflows, automation rules, and request type configurations aligned to ITIL or equivalent frameworks

• Minimum 5+ years' experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity

• Minimum 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 consistency

• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)

Bonus points if you have

• Deep familiarity with JSM project types (IT service management, customer service, HR service delivery) and their underlying configuration models

• Experience 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 conditions

• Familiarity with Confluence as a knowledge base layer integrated with JSM for article suggestion and self-service deflection

• Experience designing and optimizing customer-facing portals for usability, accessibility, and request clarity

• Working knowledge of Atlassian Intelligence features within JSM — including AI-assisted ticket summarization, suggested responses, and similar request detection

• Experience configuring or piloting Rovo-powered virtual agents or knowledge assistants integrated with JSM workflows

• Ability to identify AI deflection and automation opportunities within service queues and design measurable pilots to validate impact

• Familiarity with prompt engineering concepts as applied to configuring conversational AI experiences within Atlassian or similar platforms

• Experience mapping current-state service delivery processes, identifying waste, and designing optimized to-be workflows

• Ability to define and track service management KPIs (SLA compliance, MTTR, deflection rate, first-contact resolution) and use data to drive continuous improvement

• Ability to facilitate discovery workshops with service owners, process leads, and platform administrators to surface requirements and prioritize configuration work

• Experience producing service management documentation including process maps, configuration guides, runbooks, and training materials

• Ability to benchmark client JSM maturity against industry peers and frame improvement opportunities as phased, value-driven roadmaps

• Proven ability to translate business service requirements into platform configurations and communicate tradeoffs to both technical and non-technical stakeholder

Compensation 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 | Accenture

Role Location                                        Annual Salary Range

California                                           $94,400 to $266,300

Cleveland                                           $87,400 to $213,000

Colorado                                            $94,400 to $230,000

Columbus                                          $87,400 to $213,000

Connecticut                                      $94,400 to $230,000

District of Columbia                          $100,500 to $245,000

Illinois                                                $87,400 to $230,000

Maine                                               $80,400 to $196,000

Maryland                                          $94,400 to $230,000

Massachusetts                                 $94,400 to $245,000

Minnesota                                          $94,400 to $230,000

New York                                           $87,400 to $266,300

New Jersey                                       $100,500 to $266,300

Virginia                                              $87,400 to $245,000

Washington                                       $100,500 to $245,000

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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