Jira Service Management Architect

We are seeking a Sr. Jira Service Management Architect who can not only redesign but reimplement Jira Service Management that powers our client's IT Support function. This person will own the Jira-specific work needed to improve intake, routing, ticket lifecycle management, backlog cleanup, SLA visibility, and operational reporting.

This is a hands-on builder role. Success is measured by shipping configuration, automation, workflows, queues, and reporting in production—not by producing purely strategy.

Core objectives

● Improve routing accuracy and speed through automated assignment and workflow logic.

● Increase ticket visibility and user transparency through real-time status updates and cleaner lifecycle states.

● Rework Jira to support a Slack-first intake model, including minimizing or deprecating legacy intake forms except where privacy is required.

● Strengthen operational measurement around backlog, ownership, and throughput.

In-scope deliverables

Ticket routing and assignment

● Design and implement auto-assignment logic

● Define routing rules by request type, team, component, urgency, or other relevant metadata

● Reduce manual triage load and unowned tickets

● Create admin documentation so the system is maintainable after handoff

Ticket lifecycle redesign

● Simplify and standardize statuses, transitions, and ownership states

● Improve visibility into “who owns this,” “what is happening,” and “what happens next”

● Add or improve automations for status changes, notifications, and stale-ticket handling

Ticket transparency and updates

● Implement mechanisms for real-time ticket updates / user-facing transparency

● Improve queues, request views, comments, notifications, or portal/status patterns as appropriate

● Ensure requesters and internal teams can reliably see ticket state and next action

Reporting and admin handoff

● Create dashboards for backlog aging, assignment health, SLA performance, and throughput

● Document workflow architecture, automation logic, field usage, and operational runbooks

● Leave the internal team with a clean, supportable configuration

Ideal profile

● Senior Jira Service Management administrator / architect

● Strong in workflow design, automations, queues, SLAs, schemas, forms, permissions, and reporting

● Experienced in service desk transformation, not just generic Jira administration

● Comfortable working quickly in ambiguous environments with live operational pressure

● Able to distinguish between what should live in Jira versus Slack, and design the integration boundary pragmatically

Required skills

● Deep hands-on experience with Jira Service Management

● Proven experience redesigning support/helpdesk workflows

● Strong background in automation rules, routing logic, queue design, and SLA configuration

● Experience with bulk backlog cleanup / migration / archival / workflow normalization

● Ability to produce lightweight but durable documentation and admin handoff

● Strong stakeholder management across IT, support, and operations

Preferred skills

● Experience with Slack-to-Jira operating models

● Experience in high-growth tech environments with high ticket volume and changing process

● Familiarity with support metrics such as backlog aging, MTTR, first response, reassignment rate, and requester transparency

● Experience cleaning up legacy Jira configurations without disrupting ongoing support operations

What success looks like in the first 8–12 weeks

● Auto-assignment is live for priority IT support flows

● Ticket lifecycle is materially cleaner and easier to understand

● User/internal visibility into ticket state is improved

● Legacy intake complexity is reduced in support of Slack-first intake

● Dashboards and admin documentation are in place

● Internal owners can operate the system without ongoing contractor dependence

Salary Range

$98,040.00 - $154,800.00 USD (Salary)

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided through UHC

• Nationwide Vision provided by UHC

• Flexible Spending Account for Health & Dependent Care

• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

• Corporate Wellness Program provided by Goomi Group

• Employee Assistance Program

• Wellness Days

  401k Plan

• Basic and Supplemental Life Insurance

• Short Term & Long Term Disability

• Critical Illness, Critical Hospital, and Voluntary Accident Insurance

• Tuition Reimbursement (available 6 months after start date, capped)

• Paid Time Off (accrued and prorated, maximum of 120 hours annually)

• Paid Holidays

• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law