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 fieldApply Now

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