Jira service management sme

Join one of Australia and New Zealand's largest retail groups – Accent Group. With a portfolio of over 900 stores, 34 iconic brands, and 30+ online platforms, we shape the future of retail. At Accent Group, we drive innovation, value our people, and provide outstanding career opportunities across all levels.

The Jira Service Management SME is responsible for the administration, configuration, and ongoing optimisation of the Jira Service Management (JSM) platform for Accent Group. This role acts as a bridge between IT operations, development, and business units to ensure service workflows are efficient, aligned to ITIL processes, and deliver strong user experience and reporting capability. The ideal candidate brings 2–5 years of experience with Atlassian tools, particularly JSM, in a fast‐paced, service‐delivery focused environment.

• Act as the primary administrator and functional owner of Jira Service Management.
• Configure and maintain project workflows, automation rules, SLAs, forms, queues, and request types.
• Collaborate with Service Desk, Infrastructure, DevOps, and business teams to understand requirements and implement process improvements in JSM.
• Lead continuous improvement initiatives for service delivery processes using the Atlassian toolset.
• Manage integration with other tools such as Confluence, Microsoft Teams, Intune, CMDB, and Identity Management.
• Maintain user permissions and group access in line with security policies.
• Support the development and maintenance of ITSM reporting dashboards and analytics.
• Ensure all JSM configurations are aligned with ITIL practices and governance standards.
• Participate in platform upgrades, testing, and release validation activities.
• Provide training and documentation to JSM users and admins.

• Demonstrated 2–5 years of hands‐on experience with Jira Service Management (Cloud or Data Centre).
• Strong knowledge of ITSM processes, including incident, request, change, and problem management.
• Experience designing and implementing complex JSM workflows and automations.
• Familiarity with JQL (Jira Query Language) and form‐based reporting tools.
• Proven experience working with both technical and non‐technical stakeholders.
• Exposure to Agile and DevOps practices in a technology environment.
• Excellent documentation and communication skills.
• Ability to function and collaborate within a team while remaining approachable.
• Retail experience is beneficial.

• Be part of a dynamic and growing company with a portfolio of the best global brands.
• Opportunity to make a significant impact on our technology team.
• Collaborative and supportive team environment.
• Competitive salary and benefits package.

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive to create an equal employment environment where everyone from any background can be themselves. The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land: the Aboriginal and Torres Strait Islander and Maori people.