Jira Service Management Architect

Job description

We are seeking a Sr. Jira Service Management Architect who can not only redesign but reimplement Jira Service Management that powers our client's IT Support function. This person will own the Jira-specific work needed to improve intake, routing, ticket lifecycle management, backlog cleanup, SLA visibility, and operational reporting. This is a hands-on builder role. Success is measured by shipping configuration, automation, workflows, queues, and reporting in production—not by producing purely strategy. Core objectives: ● Improve routing accuracy and speed through automated assignment and workflow logic. ● Increase ticket visibility and user transparency through real-time status updates and cleaner lifecycle states. ● Rework Jira to support a Slack-first intake model, including minimizing or deprecating legacy intake forms except where privacy is required. ● Strengthen operational measurement around backlog, ownership, and throughput. In-scope deliverables: Ticket routing and assignment: ● Design and implement auto-assignment logic ● Define routing rules by request type, team, component, urgency, or other relevant metadata ● Reduce manual triage load and unowned tickets ● Create adm...