Lead Jira resource management activities, including tracking team capacity, allocations, utilization, workload balancing, and reporting
Govern and optimize Jira workflows, issue types, dashboards, queues, boards, automations, and reporting structures to support delivery and operational objectives
Establish and enforce process standards, documentation, governance controls, and operational best practices across teams
Partner with business, IT, PMO, and operations stakeholders to improve planning, intake, prioritization, escalation, and execution processes
Support ITIL-aligned service management processes, including incident, problem, change, and request management
Coordinate incident management activities, including triage, prioritization, escalation, communication, tracking, and resolution support
Drive root cause analysis and post-incident process improvement efforts to reduce recurring issues and improve service quality
Develop and maintain operational metrics, KPIs, dashboards, and status reporting for leadership and stakeholders
Identify process gaps, inefficiencies, and risks, and recommend scalable improvements
Facilitate cross-team meetings related to resource planning, service operations, incident reviews, and continuous improvement initiatives
Create and maintain clear process documentation, SOPs, workflows, and governance artifacts
Support adoption of process improvements through training, stakeholder alignment, and change enablement

\nRequired Qualifications\n\n

7+ years of experience in consulting, PMO, service operations, IT operations, or process governance roles
Strong hands-on experience with Jira for resource tracking, workflow management, reporting, and operational governance
Proven experience supporting resource management processes, including team capacity planning, allocation tracking, and utilization reporting
Strong knowledge of ITIL principles and experience applying them in operational environments
Solid experience in incident management, including major incident coordination, escalation management, and stakeholder communication
Demonstrated ability to design, improve, and govern operational processes across multiple teams
Experience developing dashboards, reports, metrics, and executive-ready status updates
Strong analytical, organizational, and problem-solving skills
Excellent communication skills with the ability to work effectively across technical and non-technical teams
Experience facilitating cross-functional collaboration and driving accountability in matrixed environments

\nPreferred Qualifications\n\n

ITIL certification
Experience with Jira Service Management
Experience with Confluence for process documentation and knowledge management
Familiarity with problem management, change management, and service improvement frameworks
Experience supporting enterprise IT organizations, managed services environments, or professional services teams
PMP, Scrum, Agile, or related process/governance certifications are a plus

\nCore Skills\n\n

Jira resource management
Process governance
ITIL
Incident management
Service operations
Capacity planning
Workflow optimization
KPI and dashboard reporting
Cross-functional coordination
Continuous improvement
Root cause analysis
Stakeholder management

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