ITSM ITIL SLA Analyst
(Jobs in Madison, WI)
Requirement id 152718
Job title Analyst
Job location in Madison, WI
Skills required IT Service Management, ITSM, ITIL, SLA
Open Date 01-Apr-2025
Close Date
Job type Contract
Duration 2 Months
Compensation DOE
Status requirement
Job interview type
Email Recruiter:coolsoft
Job Description Analyst: IT Service Management, ITSM, ITIL, SLA
Start Date : 4/21/2025
End Date : 06/30/2025
Submission Deadline : 4/8/2025 at 4:00PM CST
Client Info: UW - Madison
Note:
- Interview Process: Virtual interviews via Teams
- Duration of the Contract: Through 6/30 with the possibility of extension
Onsite or Remote? Remote with the option of hybrid work on occasion.
- Candidate MUST be a WI resident or willing to relocate to WI prior to starting the role at their own expense.
Description :
The School of Medicine and Public Healths (SMPH) Office of Informatics and Information Technology (IIT) is looking for an experienced ITSM Engineer/Business Analyst with expertise in Atlassian Cloud products (Jira Service Management, Jira Software, Confluence) to join our growing IT team.
The ideal candidate will have 4-7 years of experience working in IT Service Management (ITSM) environments, managing and optimizing ITSM tools, and implementing solutions to enhance service delivery. This role offers the opportunity to work with cutting-edge technology while collaborating with cross-functional teams to improve business processes and service management practices.
Required qualifications
Experience:
• 4-7 years of experience in ITSM engineering and/or business analytical role, with a focus on Atlassian Cloud products (Jira Service Management, Jira Software, Confluence, etc.).
Technical Expertise:
• Hands-on experience in Jira Service Management configuration and customization, including workflow design, SLA configuration, and automation rules.
• Strong understanding of ITIL frameworks and their application in ITSM processes.
• Experience in integrating Atlassian tools with other IT management systems.
• Solid understanding of system administration and application support.
Tools & Technologies:
• Proficiency in Atlassian products, particularly Jira, Jira Service Management and Confluence.
• Knowledge of integrations with third-party tools (e.g., monitoring systems, cloud platforms, API connectors, etc. ).
Problem Solving: Strong troubleshooting and problem-solving skills, especially in high-pressure environments.
Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
Collaboration: Strong teamwork skills, with the ability to work across departments and with various teams to drive results.
Preferred Qualifications:
• ITIL certification (Foundation or higher) is a plus.
• Experience with advanced Jira automation and scripting for customized workflows.
• Experience in Agile environments and using Jira Software in product development.
Key Responsibilities
Jira Service Management Administration:
• Configure, maintain, and customize Jira Service Management for ITSM processes including Incident, Problem, Change, and Request Management.
• Design and implement workflows, automation rules, SLAs, and reporting dashboards within Atlassian products.
• Optimize and manage integrations with other tools such as ServiceNow, monitoring platforms, and CMDBs (asset management).
Process Optimization:
• Analyze and improve ITSM workflows to ensure efficient service delivery aligned with industry best practices.
• Work with IT and business teams to assess and refine processes, ensuring compliance with ITIL frameworks.
• Ensure that best practices for service management are implemented and adhered to across the organization.
User Support & Training:
• Provide technical support and troubleshooting for end-users and teams utilizing Atlassian products.
• Create and deliver training materials to improve user adoption and proficiency with Atlassian tools.
•
Call Ext 100for more details. Please provide Requirement id: 152718 while calling.