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SLA Analyst

COOLSOFT • Madison, WI • 1h ago

SLA Analyst

(Jobs in Madison, WI)

Requirement id 156978

Job title Analyst

Job location in Madison, WI

Skills required IT Service Management, ITIL Framework, SLA,

Open Date 06-Feb-2026

Close Date

Job @type Contract

Duration 4 Months

Compensation DOE

Status requirement ---

Job interview @type ---

Email Recruiter:coolsoft

Job Description Analyst: IT Service Management, ITIL Framework, SLA,

Start date :3/9/2026

End Date :06/30/2026

Submission deadline :2/13/2026 at 4:00 PM CST.

Client Info : UW - Madison

Note:

Onsite or Remote? Remote with the option of hybrid work on occasion. Candidate MUST be a CURRENT WI resident. No relocation allowed.

Project details (project overview, who the contractor will work with, soft skills needed, etc.): The UW-Madison School of Medicine and Public Health (SMPH) information technology groups is currently underway on an enterprise level ITSM implementation project and has selected the Atlassian Cloud product as the technology platform.

Description:

We are looking for an experienced ITSM Engineer/Business Analyst with expertise in Atlassian Cloud products (Jira Service Management, Jira Software, Confluence) to join our growing IT team.

The ideal candidate will have 4-7 years of experience working in IT Service Management (ITSM) environments, managing and optimizing ITSM tools, and implementing solutions to enhance service delivery. This role offers the opportunity to work with cutting-edge technology while collaborating with cross-functional teams to improve business processes and service management practices.

Required qualifications:

Experience:

4-7 years of experience in ITSM engineering and/or business analytical role, with a focus on Atlassian Cloud products (Jira Service Management, Jira Software, Confluence, etc.).

Technical Expertise:

Hands-on experience in Jira Service Management configuration and customization, including workflow design, SLA configuration, and automation rules.

Strong understanding of ITIL frameworks and their application in ITSM processes.

Experience in integrating Atlassian tools with other IT management systems.

Solid understanding of system administration and application support.

Tools & Technologies:

Proficiency in Atlassian products, particularly Jira, Jira Service Management and Confluence.

Knowledge of integrations with third-party tools (e.g., monitoring systems, cloud platforms, API connectors, etc....).

Problem Solving: Strong troubleshooting and problem-solving skills, especially in high-pressure environments.

Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.

Collaboration: Strong teamwork skills, with the ability to work across departments and with various teams to drive results.

Preferred Qualifications:

ITIL certification (Foundation or higher) is a plus.

Experience with advanced Jira automation and scripting for customized workflows.

Experience in Agile environments and using Jira Software in product development.

Key Responsibilities:

Jira Service Management Administration:

Configure, maintain, and customize Jira Service Management for ITSM processes including Incident, Problem, Change, and Request Management.

Design and implement workflows, automation rules, SLAs, and reporting dashboards within Atlassian products.

Optimize and manage integrations with other tools such as ServiceNow, monitoring platforms, and CMDBs (asset management).

Process Optimization:

Analyze and improve ITSM workflows to ensure efficient service delivery aligned with industry best practices.

Work with IT and business teams to assess and refine processes, ensuring compliance with ITIL frameworks.

Ensure that best practices for service management are implemented and adhered to across the organization.

User Support & Training:

Provide technical support and troubleshooting for end-users and teams utilizing Atlassian products.

Create and deliver training materials to im

Call502-379-4456 Ext 100for more details. Please provide Requirement id: 156978 while calling.

EOE Protected Veterans/Disability

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