Business Analyst/Consultant II

Job Category: Business Analyst Job Type: Hybrid Job Location: Madison Wisconsin Compensation: Depends on Experience W2: W2-Contract Only; Kindly note that applications on a C2C basis will not be considered for this role. Job Description US Work Authorization Requirement: Candidates must be legally authorized to work in the United States without employer sponsorship. This includes, but is not limited to, U.S. Citizens, Permanent Residents, and other individuals with valid U.S. work authorization. Job Description: The School of Medicine and Public Health (SMPH) — Office of Informatics and Information Technology (IIT) is seeking an experienced Business Analyst / Consultant II with strong expertise in IT Service Management (ITSM) and Atlassian Cloud products , including Jira Service Management, Jira Software, and Confluence . This role is ideal for a professional with 4–7 years of experience in ITSM environments who enjoys optimizing tools, improving service delivery, and partnering with cross-functional teams to enhance business processes and service management practices. Key Responsibilities: Jira Service Management Administration Configure, maintain, and customize Jira Service Management to support ITSM processes such as Incident, Problem, Change, and Request Management. Design and implement workflows, automation rules, SLAs, queues, and reporting dashboards within Atlassian products. Manage and optimize integrations with tools such as ServiceNow, monitoring platforms, and CMDB/asset management systems. Process Optimization Analyze existing ITSM workflows and recommend improvements aligned with ITIL best practices. Collaborate with IT and business teams to assess, refine, and standardize service management processes. Ensure ITSM best practices are consistently implemented across the organization. User Support & Training Provide technical support and troubleshooting for users of Jira Service Management, Jira Software, and Confluence. Develop and deliver training materials, documentation, and user guides to improve adoption and proficiency. Act as a subject matter expert (SME) for Atlassian Cloud tools. System Integration & Automation Design, implement, and maintain integrations between Jira Service Management and third-party ITSM tools and platforms. Leverage Atlassian automation and scripting capabilities to streamline workflows and reduce manual tasks. Collaboration & Communication Work closely with IT teams, business stakeholders, and product owners to gather requirements and deliver solutions. Participate in continuous service improvement initiatives and provide recommendations based on data analysis. Experience Required Qualifications 4–7 years of experience in an ITSM Engineer, Business Analyst, or Consultant role. Hands-on experience with Atlassian Cloud products (Jira Service Management, Jira Software, Confluence). Tools & Technologies Proficiency in Jira, Jira Service Management, and Confluence. Experience with third-party integrations, APIs, monitoring systems, and cloud platforms. Core Skills Strong problem-solving and troubleshooting skills, especially in fast-paced environments. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences. Proven ability to collaborate effectively across teams and departments. Preferred Qualifications ITIL certification (Foundation or higher). Experience with advanced Jira automation or scripting for custom workflows. Experience working in Agile environments using Jira Software for product development. J-18808-Ljbffr