6 week contract

• $90-$110 per hour + SA
• Hands-on experience with Jira Service Management at an administrator level
• Strong understanding of ITSM principles and the ability to apply ITIL4-aligned processes within JSM

A large NSW Government organisation is seeking an experienced Jira Service Management (JSM) Specialist for a short-term engagement to review and optimise our current JSM configuration. The role involves assessing the existing setup—including SLAs, workflows, automations, and request types—against ITIL4 best practices, identifying improvement opportunities and implementing approved enhancements. This is a hands-on role suited to someone with deep JSM administration experience and a strong understanding of IT service management. The successful candidate will deliver a current state assessment, prioritised recommendations, and system improvements to support a more efficient and compliant ICT service desk.

Responsibilities:

1. Review and assess the current Jira Service Management (JSM) environment, including workflows, SLAs, automations, request types and queues
2. Identify gaps against ITIL4 best practices and develop a prioritised set of practical improvement recommendations.
3. Optimise JSM configuration to improve service desk performance, visibility, and alignment to service management principles.
4. Implement approved changes and quick wins, such as updating workflows, SLA rules, automation, and queue structures.
5. Liaise with ICT stakeholders

Essential Skills and Experience

1. Hands-on experience with Jira Service Management at an administrator level.
2. Strong understanding of ITSM principles and the ability to apply ITIL4-aligned processes within JSM.
3. Demonstrated ability to assess current state systems and provide clear, actionable improvement recommendations.
4. Ability to configure workflows, SLAs, forms, automations queues

How to Apply

If you're ready to take on the next challenge in your career and you think you can bring your passion to this exciting role, then please click on 'Apply Now' to submit your cover letter and resume. For specific questions relating to the role please contract Nick at [email protected].

Diversity and inclusion are strongly supported at Genesis IT Recruitment. People of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples, are encouraged to apply.