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- Tasks: Design and optimise JIRA workflows for efficient IT service management.
- Company: Join a global IT consultancy driving digital transformation for the MoD.
- Benefits: Competitive daily rate, full-time on-site role with potential for growth.
- Why this job: Make a real impact in IT service management while working with cutting-edge tools.
- Qualifications: Experience with JIRA Service Management and strong ITSM knowledge required.
- Other info: Opportunity to work in a dynamic environment with excellent career prospects.
The predicted salary is between 108000 - 156000 £ per year.
JIRA Workflow SME – Service Management
Rate: £580 a day
Duration: Initially 6 months
Location: Corsham – full time on site
Clearance: SC Clearance Required
You will join a global IT Consltancy who are delivering Digital Transformation to the MoD.
They are seeking a Service Management Resource who will be responsible for the configuration, optimisation, and administration of Jira Service Management (JSM), Jira Software (JSW), and Confluence to support IT Service Management (ITSM), Agile delivery, and operational excellence.
This role ensures workflows, automations, and integrations are aligned with organisational processes and governance standards, enabling efficient service delivery, incident response, and knowledge management.
Key Duties and Responsibilities
- Design, build, and maintain JSM workflows, including request, incident, problem, and change management processes.
- Create and optimise automation rules to streamline ticket handling and escalation processes.
- Develop and manage Proforma forms for structured data capture and improved user experience.
- Configure and support ITSM modules (Request, Incident, Problem, Change, Asset, and Configuration Management).
- Administer and maintain the Assets module (Insight), including:
- Asset schema design
- Custom field integrations
- Attribute-based automation and relationships
- Implement and manage webhooks to integrate JSM with third-party systems and internal platforms.
- Develop reports and dashboards to track SLAs, performance metrics, and service trends.
- Administer Crowd/Access for user management, roles, and permission schemes across the Atlassian suite.
Jira Software (JSW)
- Create and configure Jira projects, including permission schemes, issue types, and notification settings.
- Build and manage Kanban boards for Agile teams, ensuring alignment with sprint and workflow practices.
- Develop and refine team workflows to support project tracking, task management, and continuous delivery.
- Design and maintain dashboards and reports for team performance, backlog health, and throughput analysis.
Confluence
- Create and maintain a Knowledge Base integrated with JSM for user self-service and internal documentation.
- Build Confluence pages, templates, and hierarchies to support knowledge sharing and operational transparency.
- Implement tagging and labelling conventions to ensure discoverability and content consistency.
Required Competencies
- Proven experience configuring and administering Jira Service Management and Jira Software.
- Strong understanding of ITSM principles (Incident, Problem, Change, and Request Management).
- Experience with JSM Automations, Workflows, and Assets (Insight).
- Competence in building dashboards and reports using Jira Query Language (JQL).
- Understanding of Crowd or Atlassian Access for managing users, roles, and permissions.
- Knowledge of webhooks and API-based integrations.
- Experience managing a Confluence Knowledge Base, including page structure, templates, and metadata.
Desired Competencies
- Atlassian certification
- Experience with ITIL 4, Agile, or DevOps frameworks.
- Familiarity with Scripting or automation tools (eg, PowerShell, Python, or REST APIs).
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JIRA Workflow SME - Service Management employer: CBS Butler
Contact Detail:
CBS Butler Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land JIRA Workflow SME - Service Management
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work with JIRA or in IT Service Management. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Show off your skills! If you’ve got experience with JIRA workflows, create a portfolio showcasing your best projects. This could be a game-changer during interviews, giving you an edge over other candidates.
✨Tip Number 3
Prepare for the interview by brushing up on common JIRA scenarios and ITSM principles. We recommend practising answers to questions about automations and integrations, as these are hot topics for this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace JIRA Workflow SME - Service Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the JIRA Workflow SME role. Highlight your experience with Jira Service Management, ITSM principles, and any relevant projects you've worked on. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific experiences that relate to the key duties and responsibilities outlined in the job description. Let us know what excites you about working with us!
Showcase Your Technical Skills: Don’t forget to highlight your technical skills, especially around JSM automations, workflows, and dashboards. If you’ve got experience with JQL or API integrations, make sure to mention it. We love seeing candidates who can bring their tech-savvy to the table!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at CBS Butler
✨Know Your JIRA Inside Out
Make sure you brush up on your knowledge of JIRA Service Management and JIRA Software. Be ready to discuss specific workflows you've designed or optimised, and how they align with ITSM principles. This will show that you not only understand the tools but can also apply them effectively.
✨Showcase Your Automation Skills
Prepare examples of automation rules you've created in JIRA to streamline processes. Discuss how these automations improved efficiency in ticket handling or incident response. This will demonstrate your ability to enhance service delivery through practical solutions.
✨Be Ready for Technical Questions
Expect questions about webhooks, API integrations, and user management in Crowd or Atlassian Access. Brush up on these topics and be prepared to explain how you've implemented them in past roles. This will highlight your technical expertise and problem-solving skills.
✨Demonstrate Your Knowledge Management Experience
Talk about your experience managing a Confluence Knowledge Base. Be specific about how you've structured pages, created templates, and ensured content discoverability. This will show your understanding of knowledge sharing and operational transparency, which are key for this role.