Australian JSM Automation Setup

Summary
* Jira Service Management specialist — automation & workflow configuration
* Australia (east coast timezone)
* Short-term contract - hourly rate
* Scale-up / MSP environment
* Start ASAP

Overview
We're a growing scale-up looking for an experienced JSM professional who has previously stood up Jira Service Management for a managed service provider or equivalent multi-client environment. Our immediate goal is to eliminate manual triage entirely: tickets must be created accurately from multiple intake sources and routed intelligently to the right team or agent — automatically, every time.

What you'll be working on
* Discovery & audit — review our current customer-service workflows, document pain points, and map intake sources (portal, email, API, etc.) to desired routing outcomes.
* JSM configuration — refine our existing JSM project so every request flows cleanly from intake through to resolution, with no dead ends or manual steps.
* Automation rules — build and document rules that:
* Auto-assign or route tickets based on issue type, priority, or client.
* Fire context-aware notifications and status updates to agents and customers, respecting our business hours.
* Multi-tenant data segregation — ensure customer data is cleanly separated and secure across all service projects.
* Knowledge transfer — run a concise handover session so our team can confidently maintain and tweak automation rules going forward.
* Handover documentation — deliver a clear reference document covering all configuration decisions, schemes, custom fields, and automation logic.

Acceptance Criteria
* Existing environment remains live and unaffected throughout all changes.
* 100% of test-case tickets reach the correct queue or assignee with zero manual triage.
* Notifications and alerts fire on expected events and respect business hours.
* All changes use native JSM features only — no unsupported third-party plugins.

You should apply if you have
* Australian-based candidates only, with current and unrestricted working rights in Australia.
* Hands-on experience standing up JSM for an MSP or multi-client service environment.
* Deep knowledge of JSM automation rules, queues, SLA schemes, and notification schemes.
* Experience configuring multi-tenant or client-segregated service projects.
* Strong documentation habits — you leave things better than you found them.
* Atlassian certification is a plus (ACP-120 or JSM-equivalent), but demonstrable project history is what we care about most.