Here's What You Need:

• Minimum 5 years of hands-on experience configuring and administering Jira Service Management (JSM) & demonstrating and integrating Jira Service Management (JSM) with third-party enterprise systems (e.g., SSO/identity providers, monitoring tools, HR systems, or ERP platforms) using REST APIs, webhooks, or native connectors

• Minimum 5 years of experience designing and implementing service management workflows, automation rules, and request type configurations aligned to ITIL or equivalent frameworks

• Minimum 5+ years' experience helping enterprise clients improve service delivery operations, tooling adoption, or ITSM process maturity

• Minimum 5 years of experience hands-on experience with Atlassian automation (native JSM rules or third-party tools such as ScriptRunner or Automation for Jira) to reduce manual effort and improve consistency

• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)

Bonus points if you have

• Deep familiarity with JSM project types (IT service management, customer service, HR service delivery) and their underlying configuration models

• Experience with advanced JSM features including assets/CMDB, change management workflows, SLA configuration, and multi-channel intake (portal, email, chat, API)

• Proficiency with Jira Query Language (JQL) for queue management, reporting, and automation trigger conditions

• Familiarity with Confluence as a knowledge base layer integrated with JSM for article suggestion and self-service deflection

• Experience designing and optimizing customer-facing portals for usability, accessibility, and request clarity

• Working knowledge of Atlassian Intelligence features within JSM — including AI-assisted ticket summarization, suggested responses, and similar request detection

• Experience configuring or piloting Rovo-powered virtual agents or knowledge assistants integrated with JSM workflows

• Ability to identify AI deflection and automation opportunities within service queues and design measurable pilots to validate impact

• Familiarity with prompt engineering concepts as applied to configuring conversational AI experiences within Atlassian or similar platforms

• Experience mapping current-state service delivery processes, identifying waste, and designing optimized to-be workflows

• Ability to define and track service management KPIs (SLA compliance, MTTR, deflection rate, first-contact resolution) and use data to drive continuous improvement

• Ability to facilitate discovery workshops with service owners, process leads, and platform administrators to surface requirements and prioritize configuration work

• Experience producing service management documentation including process maps, configuration guides, runbooks, and training materials

• Ability to benchmark client JSM maturity against industry peers and frame improvement opportunities as phased, value-driven roadmaps

• Proven ability to translate business service requirements into platform configurations and communicate tradeoffs to both technical and non-technical stakeholder

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.
We anticipate this job posting will be posted until 11/30/2026.

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:

U.S. Employee Benefits | Accenture

Role Location                                        Annual Salary Range

California                                           $94,400 to $266,300

Cleveland                                           $87,400 to $213,000

Colorado                                            $94,400 to $230,000

Columbus                                          $87,400 to $213,000

Connecticut                                      $94,400 to $230,000

District of Columbia                          $100,500 to $245,000

Illinois                                                $87,400 to $230,000

Maine                                               $80,400 to $196,000

Maryland                                          $94,400 to $230,000

Massachusetts                                 $94,400 to $245,000

Minnesota                                          $94,400 to $230,000

New York                                           $87,400 to $266,300

New Jersey                                       $100,500 to $266,300

Virginia                                              $87,400 to $245,000

Washington                                       $100,500 to $245,000

Boston, MA

Albany, NY

Arlington, VA

Atlanta, GA

Austin, TX

Beaverton, OR

Bentonville, AR

Carmel, IN

Charlotte, NC

Chicago, IL

Cincinnati, OH

Cleveland, OH

Columbus, OH

Culver City, CA

Denver, CO

Des Moines, IA

Detroit, MI

Hartford, CT

Houston, TX

Irving, TX

Kirkland, WA

Miami, FL

Milwaukee, WI

Minneapolis, MN

Morristown, NJ

Mountain View, CA

Nashville, TN

New York City, NY

Oklahoma City, OK

Orlando, FL

Overland Park, KS

Philadelphia, PA

Pittsburgh, PA

Raleigh, NC

Redmond, WA

Sacramento, CA

San Diego, CA

San Francisco, CA

Scottsdale, AZ

Seattle, WA

St. Louis, MO

St. Petersburg, FL

Walnut Creek, CA

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