Business Analyst / Consultant III (ITSM – Jira Service Management)
Business Analyst / Consultant III (ITSM – Jira Service Management)
Location: Remote (Wisconsin residents only) | Occasional hybrid onsite as needed
Employment Type: Contract (C2C)
Duration: Through 06/30 (3–4 months) with possible extension
Interview: Virtual (Microsoft Teams)
Position Overview
The State of Wisconsin is seeking a Business Analyst / Consultant III to support an enterprise-level IT Service Management (ITSM) implementation at UW-Madison’s School of Medicine and Public Health (SMPH). The project leverages Atlassian Cloud, with a strong focus on Jira Service Management configuration, ITIL-aligned processes, and tool integrations to improve service delivery.
This role is ideal for a consultant with hands-on ITSM experience, strong Jira configuration skills, and the ability to collaborate with technical and business stakeholders in a higher-education environment.
Key Responsibilities
• Support enterprise ITSM implementation using Atlassian Cloud
• Configure and customize Jira Service Management, including workflows, SLAs, queues, and automation rules
• Apply ITIL best practices to improve incident, request, problem, and change management processes
• Analyze current IT service processes and recommend improvements
• Integrate Atlassian tools with other IT management systems
• Collaborate with IT teams, stakeholders, and vendors across SMPH
• Document requirements, configurations, and process improvements
• Provide guidance and support during rollout and adoption phases
Required Skills & Experience
• 4–7 years of experience in IT Service Management (ITSM) environments
• Strong understanding of ITIL frameworks and real-world application
• Hands-on experience with Jira Service Management:
• Workflow configuration
• SLA setup
• Automation rules
• Service request management
• Experience integrating Atlassian Cloud tools with other IT systems
• Excellent analytical, communication, and documentation skills
• Must be a current Wisconsin resident (no relocation allowed)
Nice to Have / Preferred Qualifications
• ITIL certification (Foundation or higher)
• Advanced Jira automation or scripting experience
• Experience working in Agile environments
• Experience using Jira Software for product or project tracking
• Bachelor’s degree in an IT-related field
Requirements
Required Skills & Experience
• 4–7 years of experience in IT Service Management (ITSM) environments
• Strong understanding of ITIL frameworks and real-world application
• Hands-on experience with Jira Service Management:
• Workflow configuration
• SLA setup
• Automation rules
• Service request management
• Experience integrating Atlassian Cloud tools with other IT systems
• Excellent analytical, communication, and documentation skills
• Must be a current Wisconsin resident (no relocation allowed)
Nice to Have / Preferred Qualifications
• ITIL certification (Foundation or higher)
• Advanced Jira automation or scripting experience
• Experience working in Agile environments
• Experience using Jira Software for product or project tracking
• Bachelor’s degree in an IT-related field
Apply Now
Apply Now
Location: Remote (Wisconsin residents only) | Occasional hybrid onsite as needed
Employment Type: Contract (C2C)
Duration: Through 06/30 (3–4 months) with possible extension
Interview: Virtual (Microsoft Teams)
Position Overview
The State of Wisconsin is seeking a Business Analyst / Consultant III to support an enterprise-level IT Service Management (ITSM) implementation at UW-Madison’s School of Medicine and Public Health (SMPH). The project leverages Atlassian Cloud, with a strong focus on Jira Service Management configuration, ITIL-aligned processes, and tool integrations to improve service delivery.
This role is ideal for a consultant with hands-on ITSM experience, strong Jira configuration skills, and the ability to collaborate with technical and business stakeholders in a higher-education environment.
Key Responsibilities
• Support enterprise ITSM implementation using Atlassian Cloud
• Configure and customize Jira Service Management, including workflows, SLAs, queues, and automation rules
• Apply ITIL best practices to improve incident, request, problem, and change management processes
• Analyze current IT service processes and recommend improvements
• Integrate Atlassian tools with other IT management systems
• Collaborate with IT teams, stakeholders, and vendors across SMPH
• Document requirements, configurations, and process improvements
• Provide guidance and support during rollout and adoption phases
Required Skills & Experience
• 4–7 years of experience in IT Service Management (ITSM) environments
• Strong understanding of ITIL frameworks and real-world application
• Hands-on experience with Jira Service Management:
• Workflow configuration
• SLA setup
• Automation rules
• Service request management
• Experience integrating Atlassian Cloud tools with other IT systems
• Excellent analytical, communication, and documentation skills
• Must be a current Wisconsin resident (no relocation allowed)
Nice to Have / Preferred Qualifications
• ITIL certification (Foundation or higher)
• Advanced Jira automation or scripting experience
• Experience working in Agile environments
• Experience using Jira Software for product or project tracking
• Bachelor’s degree in an IT-related field
Requirements
Required Skills & Experience
• 4–7 years of experience in IT Service Management (ITSM) environments
• Strong understanding of ITIL frameworks and real-world application
• Hands-on experience with Jira Service Management:
• Workflow configuration
• SLA setup
• Automation rules
• Service request management
• Experience integrating Atlassian Cloud tools with other IT systems
• Excellent analytical, communication, and documentation skills
• Must be a current Wisconsin resident (no relocation allowed)
Nice to Have / Preferred Qualifications
• ITIL certification (Foundation or higher)
• Advanced Jira automation or scripting experience
• Experience working in Agile environments
• Experience using Jira Software for product or project tracking
• Bachelor’s degree in an IT-related field
Apply Now
Apply Now