We are seeking a contractor to lead a redesign and reimplementation of the Jira / Jira Service Management project that powers our IT Support function. Ticket routing and assignmentDesign and implement auto-assignment logicDefine routing rules by request type, team, component, urgency, or other relevant metadataReduce manual triage load and unowned ticketsCreate admin documentation so the system is maintainable after handoff Ticket lifecycle redesignSimplify and standardize statuses, transitions, and ownership statesImprove visibility into “who owns this,” “what is happening,” and “what happens next”Add or improve automations for status changes, notifications, and stale-ticket handling Ticket transparency and updatesImplement mechanisms for real-time ticket updates / user-facing transparencyImprove queues, request views, comments, notifications, or portal/status patterns as appropriateEnsure requesters and internal teams can reliably see ticket state and next action Reporting and admin handoffCreate dashboards for backlog aging, assignment health, SLA performance, and throughputDocument workflow architecture, automation logic, field usage, and operational runbooksLeave the internal team with a clean, supportable configuration Deep hands-on experience with Jira Service ManagementProven experience redesigning support/helpdesk workflowsStrong background in automation rules, routing logic, queue design, and SLA configurationExperience with bulk backlog cleanup / migration / archival / workflow normalizationAbility to produce lightweight but durable documentation and admin handoffStrong stakeholder management across IT, support, and operations Please be advised of the following official Milestone Technologies recruitment policies: Any request for money in exchange for an interview or job offer is a scam.
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