Title: Jira Service Management Lead
Location : Remote, US
Target Start Date : 3/16
Type: (C, CTH, D) C
We are seeking an experienced Jira Service Management Lead to design, implement, and optimize service management processes within our Jira Cloud ecosystem for a fast-growing SaaS healthcare data platform.
This role will partner closely with engineering, product, security, support, and executive leadership to build scalable service management workflows, governance, and reporting that support a secure, compliant, and high-performing SaaS environment.
The ideal candidate is both a hands-on Jira Cloud expert and strategic advisor who can translate operational metrics and platform capabilities into clear insights for executive stakeholders.
Lead the design, implementation, and optimization of Jira Service Management (JSM) in Jira Cloud.
Define and implement ITSM best practices including:
Incident Management
Problem Management
Change Management
Request Fulfillment
Service Catalog
Align service management processes with SaaS platform reliability and support objectives.
Configure and manage Jira Service Management projects, workflows, queues, SLAs, automations, and portals.
Design scalable workflow automation and integrations across engineering and support teams.
Ensure governance, permissions, and operational standards across the Jira Cloud environment.
Develop executive-level dashboards and reporting for platform operations and service performance.
Present insights and recommendations to senior and executive leadership.
Translate operational metrics into actionable improvements for platform reliability and customer support performance.
Partner with:
Engineering
Product
Customer Support
Security & Compliance
DevOps / SRE
Drive alignment between development workflows and service management operations.
Identify opportunities to improve incident response, escalation, and operational efficiency.
Implement automation and tooling improvements to reduce manual work.
Establish governance standards for Jira usage across teams.
5+ years of Jira administration and configuration experience
3+ years working with Jira Service Management (JSM)
Deep expertise with Jira Cloud
Proven experience implementing ITSM processes within SaaS environments
Experience presenting operational metrics and recommendations to executive leadership
Strong experience with:
Jira workflows and schemes
SLA configuration
Automation rules
Service portals
Queue management
Experience building executive dashboards and operational reporting
Experience in healthcare technology or healthcare data platforms
Familiarity with HIPAA-aligned operational environments
Experience integrating Jira with:
Slack
Confluence
Monitoring/incident tools
DevOps pipelines
ITIL certification
Experience supporting SRE or DevOps teams
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