Jira Service Management SME

Jira Service Management SME responsible for the administration, configuration, and ongoing optimisation of the Jira Service Management platform for Accent Group. Acts as a bridge between IT operations, development, and business units to ensure service workflows are efficient, aligned to ITIL processes, and deliver strong user experience and reporting capability. 2–5 years’ hands-on experience with Jira Service Management (Cloud or Data Centre) and strong knowledge of ITSM processes including incident, request, change, and problem management. Responsibilities include configuring and maintaining JSM workflows, automation rules, SLAs, forms, queues, and request types; collaborating with Service Desk, Infrastructure, DevOps and business teams; leading continuous improvement initiatives; managing integrations with tools (Confluence, Microsoft Teams, Intune, CMDB, Identity Management); maintaining permissions; developing ITSM dashboards and analytics; ensuring configurations align with ITIL practices; participating in upgrades, testing, and release validation; providing training and documentation to users and admins. Preferred qualifications include experience with JQL, reporting tools, stakeholder engagement, Agile/DevOps exposure, and retail domain familiarity. The role emphasizes a dynamic, growing company culture with competitive salary and benefits within Accent Group.”,