IT Service Management Specialist

🕒 September 15

🏈 Alabama, Colorado, +14 more states – Remote

🏈 Alabama – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote 🌾 Nebraska – Remote 🌲 North Carolina – Remote 🌪️ Oklahoma – Remote ❄️ Minnesota – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 23%

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Mosaic Life Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🏥 Healthcare

💰 $250k Grant - Mosaic Life Care on 2023-08

Healthcare

Mosaic Life Care is a regional health system and medical provider based in Northwest Missouri. As a member of the Mayo Clinic Care Network, Mosaic provides a wide range of outpatient and acute care services across medical centers and clinics, offers urgent care (including an online "Hold My Spot" feature), a Community Nurse Line, online patient portal (myMosaic by MyChart), cardiac scoring screening, and patient-facing services like scheduling, billing, and medical records access. The organization emphasizes community-focused healthcare and access to Mayo Clinic expertise for local patients.

📋 Description

• Own day-to-day administration and configuration of Jira Service Management • Maintain and optimize workflows, request types, queues, automations, approvals, and notifications • Ensure ticket routing and assignment logic minimizes manual triage • Maintain platform standards, configuration governance, and documentation • Support Jira Agile Scrum and Kanban boards and Jira Software/Jira Service Management integrations • Own operational execution of Incident, Change, and Problem Management • Define priority models, escalation paths, and resolution standards • Support Change Management execution, including CAB preparation and coordination • Enable problem identification, root cause analysis, and trend reporting • Design, configure, and maintain SLA policies • Monitor SLA compliance and service performance metrics • Produce operational and leadership dashboards and reports • Maintain service and configuration item structures in JSM and CMDB • Ensure accurate linkage among incidents, changes, requests, services, and assets • Lead discovery and documentation of current-state ITSM processes • Define future-state workflows and improvement roadmaps • Maintain and prioritize an ITSM improvement backlog • Support user acceptance testing for configuration changes • Develop and deliver role-based training • Maintain ITSM process documentation and runbooks • Act as the primary ITSM contact for IT and business stakeholders • Translate operational requirements into platform and process changes • Partner with leadership to align ITSM capabilities with organizational priorities • Perform other duties as assigned

🎯 Requirements

• Demonstrated experience in IT Service Management or IT Operations • Hands-on experience administering Jira Service Management • Working knowledge of ITIL practices, including Incident, Change, and Problem Management • Strong documentation, communication, and process improvement skills • Experience supporting Jira Agile workflows • Ability to engage technical and non-technical stakeholders • Ability to collaborate across teams and influence process adoption without direct authority • Strong facilitation, training, and stakeholder management skills • Problem-solving, conflict resolution, and organizational follow-through skills • Customer-focused mindset balancing service quality and operational efficiency • Bachelor's Degree in Information Technology, Information Systems, or Computer Science is preferred, or equivalent practical experience in ITSM, JIRA, or IT Operations • 5+ years of IT Service Management experience, including at least 3 years of hands-on Jira/Jira Service Management experience • ITIL Foundations 4 or above certification required • Atlassian ITSM with Jira Service Management Foundations certification required

🏖️ Benefits

• Concierge services • Employee lounge • Wellness programs • Free covered parking • Free on-site and virtual health clinics • Compensation and recognition programs

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