Position: ITSM Jira Analyst - Jira Service Management (JSM Cloud)

Client : Enterprise Utilities Company

Type: 6 month contract + extensions

Location: 4 days on site - Markham - no flex

Rate: 45-55/hr depending on incorporated or not & years of experience

Must-Haves

- 6+ years of ITSM experience with Jira Service Management (JSM Cloud preferred)
- Enterprise experience
- ServiceNow experience (workflows, CMDB, service catalog, reporting)
- Experience administering and configuring JSM, including workflows, SLAs, automation, permissions, and dashboards
- Experience leading/supporting ServiceNow-to-JSM migrations
- Strong ITIL knowledge and ITIL 4 Foundation certification
- Experience with JSM Assets/CMDB and ITSM data governance
- Experience in regulated/SOX-controlled environments
- Entra ID, Teams, Azure DevOps, and Power BI
- Configure and maintain projects, portals, request types, forms, fields, workflows, queues, SLAs, notifications, approvals, permissions, automation rules, knowledge integration and dashboards.
- Partner with the platform owner, implementation partners and internal teams to ensure configurations are secure, supportable,



documented and aligned with approved ITSM processes.

Nice to Have Skills & Experience

- Atlassian certification relevant to Jira or Jira Service Management administration is an asset.

The Senior ITSM Analyst is a senior practitioner responsible for advancing the effectiveness, reliability and maturity of IT Service Management across the organization. The role combines ITSM process leadership, hands-on platform support, service performance analysis and continual improvement to ensure IT services are governed consistently and aligned with business outcomes. This role will help shape and optimise ITSM practices and tooling, with a preference for strong Jira Service Management experience and practical exposure to ServiceNow. The incumbent will translate process and operational requirements into sustainable workflows, automation, reporting and user experiences, while coaching stakeholders and reducing reliance on external support.

AI may be used to formulate JD

This is a Vacant net recent opening

📌 ITSM - Jira Analyst (Jira, JSM Cloud) (Markham)
🏢 Insight Global
📍 Markham