New Value Solutions is a national IT consulting firm. We are seeking an experienced Jira Service Management Specialist to perform customization, configuration, and optimization of the Jira Service Management (JSM) platform. This role requires a mix of technical expertise, process knowledge, and training skills to tailor JSM workflows, automate service processes, and empower teams through effective training.

This is a contract position.

Key Responsibilities:

• Analyze business and IT service management (ITSM) requirements and design customized JSM solutions.
• Configure and program Jira Service Management workflows, forms, fields, automation, SLAs, permissions, and integrations.
• Develop custom scripts and use Jira REST APIs or add-ons (like ScriptRunner) as needed for advanced functionality.
• Collaborate with stakeholders to ensure JSM aligns with ITIL practices (Incident, Change, Problem, Service Request, etc.).
• Design and deliver user training sessions, documentation, and knowledge resources for IT teams and end users.
• Monitor system performance, recommend improvements, and provide ongoing support for the JSM environment.

Required Skills & Experience:

• 3+ years hands-on experience with Jira Service Management (Cloud or Data Center), including configuration and administration.
• Strong knowledge of Jira automation, workflows, schemes, and customizations.
• Experience with Jira APIs, ScriptRunner, or other Jira add-ons for advanced customization.
• Familiarity with ITIL or ITSM best practices and how they map into Jira.
• Proven ability to translate business needs into Jira solutions.
• Excellent communication and presentation skills; able to train both technical and non-technical audiences.

Preferred Qualifications:

• Jira Administrator Certification or Atlassian certifications.
• Experience integrating Jira Service Management with other tools (e.g., Confluence, Slack, Opsgenie, monitoring systems).
• Background in software development (Java, Groovy, REST APIs) is a plus.
• Prior experience designing and delivering user training or workshops