Jira Service Management Consultant

Thanks for taking time to stop by and take a look at the Senior Data Engineer with a focus on Azure Data & Governance) role I posted here on LinkedIn, I appreciate it. If you have read my job descriptions before, you know who I am. If you are new to my job descriptions, here is a quick introduction. My name is Tom Welke. I am Partner & VP at RSM Solutions, Inc and have been recruiting technical talent for over 24 years and been in the tech sector since the 1990s. So, I am not a 'bot' writing a job description...I am actual living breathing human. I realized a long time ago that looking for work stinks, so if can make it easier by putting a human and real tone to this, I will gladly do it. Here are a couple key things with regards to this role before we go further: • This role is a contract role that will last approximately 160 hours, so this is not a long term role...it is more of a role for someone that has someone who enjoys this kind of work (Jira Service Management / Service Management) and has some time available. Yep, this one can be done part time to accommodate the other work you are doing. Yep, it can be done remotely as well. • This client is pretty strict when it comes to visa status. So, I can only work with US Citizens or Green Card holders for this role. So, if you are an H1, OPT, EAD, H4, STEM, F1 or anyone other than a current US Citizen or Green Card holder, we won't have a fit for this role. • I am not working with external vendors for this role. So, if you are an external vendor that says 'I have a great candidate', please stop...I am not working with external vendors for this one. For this role, we are looking for a Sr Service Management Ops Consultant that will be the single accountable delivery individual for Service Desk Experience Improvement engagement. You will be something of a hybrid of player-coach using hands-on analysis and artifact creation with facilitation and operational guidance. You are going to own the end-to-end execution of this engagement (including reporting, customer feedback enablement, phone metric redesign, stewardship model definition, and operational cadence). You won't be an auditor or critic. Rather, you will serve as a partner embedded with service desk leadership, focused on stabilizing experience quickly, proving improvement with data and enabling this client to continue their successes after you leave. In many ways, this role is as much about Psychology as it is the tactical nature of getting issues resolved. Here are the main responsibilities: • Serve as the single point of accountability for engagement delivery, quality, and outcomes • Translate ambiguous or misleading operational data into clear, defensible insight • Designing minimum viable reporting that leadership can trust and operations can act on • Enabling near real time customer feedback that is attributable, lightweight, and actionable • Redesigning phone performance interpretation so routing behavior is not mistaken for customer dissatisfaction • Defining and piloting a stewardship model that preserves ownership across handoffs • Facilitating weekly and monthly operating cadences that drive behavior change, not just discussion • Producing a final improvement blueprint and backlog that Blaze can execute independently In tandem with these key responsibilities, your activities will typically involve: • Review of Jira Service Management ticket exports for data quality, categorization consistency, and experience signals • Analysis of RingCentral basic phone reports to identify misclassification, routing artifacts, and true experience risk • Revision and refining of KPI definitions, attribution logic, and interpretation notes based on real data behavior • Drafting and editing of reporting templates, narratives, and interpretation guidance • Preparation of work session materials and facilitate focused discussions with Blaze stakeholders • Documentation of decisions, assumptions, and open questions in a living action log • Synthesis qualitative inputs from service desk participants into practical process adjustments • Facilitation the weekly operational review, focusing on: What changed; What moved; What requires coaching or adjustment • Review early customer feedback from JSM CSAT and identify emerging themes • Align phone outcomes with ticket ownership and stewardship expectations • Update the improvement backlog with actions taken, owners, and expected outcomes • Prepare leadership‑ready summaries that explain results without overloading detail Here is the kind of experience we need: • 10 or more years in IT service management, service desk operations, or IT operations advisory roles. This should include a strong understanding of ITIL-aligned service desk operations without being dogmatic • Direct experience designing or improving service desk performance in live production environments. This should include the ability to define KPIs, attribution rules, and guardrails that are fair, defensible, and actionable • Hands‑on experience with Jira Service Management or similar ITSM platforms, including reporting and CSAT concepts • Experience interpreting telephony or call reporting data, including understanding routing, rollover, and abandonment mechanics • Proven ability to design and implement ownership or stewardship models that survive escalation and handoffs. This should include the ability to distinguish between system behavior and customer behavior in operational data • Experience working directly with executive sponsors and operational leaders in high‑pressure, time‑constrained situations • Demonstrated success delivering improvement initiatives measured in weeks, not quarters. This is a role that requires judgement, not supervision.