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Jira Consultant

  • San Diego, CA
Position Summary
We are seeking a Senior Consultant with strong experience in Jira resource management, process governance, ITIL-based service operations, and incident management. This role will support cross-functional teams by driving structured operational processes, improving resource visibility and utilization, governing workflow standards, and helping ensure timely incident response and resolution. The ideal candidate brings a strong blend of operational discipline, stakeholder communication, and hands-on experience using Jira to support delivery, reporting, and process optimization.
Key Responsibilities
  • 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
Required Qualifications
  • 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
Preferred Qualifications
  • 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
Core Skills
  • 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