Verified Job
Clerical - Administrative
Jira Service Management SME
Clerical - Administrative
#743882
Remote / WFH
Accent Group
Job Description
Full job description
Join one of Australia and New Zealand’s largest retail groups - Accent Group. With a portfolio of over 850+ stores, 34 iconic brands (including HOKA, Skechers, Dr. Martens, Platypus, Hype DC, Stylerunner, **** Lucy, The Athletes Foot, Sports Direct, Glue Store and Vans), and 30+ online platforms, we’re not just selling shoes - we’re shaping the future of retail. At Accent Group, we’re driven by innovation, passionate about people, and serious about creating standout career opportunities. Whether you’re starting your retail journey or looking to grow into leadership, you’ll be part of a culture that values individuality, rewards performance, and empowers you to make your mark (in your kicks of course!)
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.
This role is suited to someone with 2–5 years’ experience working with Atlassian tools, particularly JSM, in a fast-paced environment where service delivery and automation are key priorities.
Key Responsibilities include:
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 (e.g., Confluence, Microsoft Teams, Intune, CMDB, 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.
To be successful you will ideally have:
Demonstrated 2–5 years’ 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 technical and non-technical stakeholders.
Exposure to Agile and DevOps practices in a technology environment.
Excellent documentation and communication skills.
Able to function and collaborate within a team and remain approachable always.
Retail Experience beneficial.
Why Join Accent Group?
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, ****** orientation, ethnicity, physical and mental ability. We strive on creating 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.
Join one of Australia and New Zealand’s largest retail groups - Accent Group. With a portfolio of over 850+ stores, 34 iconic brands (including HOKA, Skechers, Dr. Martens, Platypus, Hype DC, Stylerunner, **** Lucy, The Athletes Foot, Sports Direct, Glue Store and Vans), and 30+ online platforms, we’re not just selling shoes - we’re shaping the future of retail. At Accent Group, we’re driven by innovation, passionate about people, and serious about creating standout career opportunities. Whether you’re starting your retail journey or looking to grow into leadership, you’ll be part of a culture that values individuality, rewards performance, and empowers you to make your mark (in your kicks of course!)
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.
This role is suited to someone with 2–5 years’ experience working with Atlassian tools, particularly JSM, in a fast-paced environment where service delivery and automation are key priorities.
Key Responsibilities include:
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 (e.g., Confluence, Microsoft Teams, Intune, CMDB, 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.
To be successful you will ideally have:
Demonstrated 2–5 years’ 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 technical and non-technical stakeholders.
Exposure to Agile and DevOps practices in a technology environment.
Excellent documentation and communication skills.
Able to function and collaborate within a team and remain approachable always.
Retail Experience beneficial.
Why Join Accent Group?
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, ****** orientation, ethnicity, physical and mental ability. We strive on creating 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.
