85,000-96,000

The Jira/ITSM Specialist is accountable for the oversight, administration, and maintenance of the APHL Informatics Messaging Services (AIMS) Jira Service Management (JSM) solution. All activities are funded through the APHL/CDC cooperative agreement. This role requires a strong technical background in JSM administration and configuration management, ITIL/ITSM principles, a deep understanding of CMDB/Discovery design and principles, Service Catalogue management, workflows, automation, and the ability to collaborate with cross-functional technical and non-technical teams. Leveraging ITIL/ITSM best practices, the Specialist will serve as the AIMS Service Management lead overseeing the existing Jira solution and work with internal teams and other cross functional teams to mature the JSM Solution. 

Finally, Jira/ITSM Specialist will provide technical leadership and guidance to internal and external teams, collaborating with stakeholders to define requirements, implement automations and workflows, and ensure the successful management of JSM to support the delivery of AIMS Managed Services

Key Responsibilities:

Jira Service Management Process Efficiency:

• Provide oversight and guidance to cross-functional teams in identifying areas of improvement within JSM processes and workflows.
• Drive process optimization initiatives to reduce manual efforts, enhance automation, workflows, and improve overall efficiency.
• Review and approve proposed enhancements to Jira Service Management, data quality and integrity.
• Ensure adherence to ITIL/ITSM standards and best practices.

• Coordinate with primary JIRA Administrator to plan, schedule, implement, and communicate JIRA & plug-in upgrades in accordance with established policies and procedures

Enhance and Maintain the Configuration Management Database (CMDB):

• Ensure that the CMDB records are complete and consistent, so they reflect the knowledge present in the APHL/AIMS environments regarding the in-scope Services and CIs.
• Ensure that changes applied to Services and CIs are reflected in the CMDB where necessary.
• To keep the Data quality standards and requirements documented and published to Data Owners.
• To verify that the identified and recorded information in the CMDB Service Owners and Data Owners are accurately captured.
• Conducts regular Data quality audits.
• Reports and escalates exceptions in the Change Process to the relevant Change Managers.
• Interprets through audits results and verification, exceptions in the CMDB Data and facilitates the resolution of these through the Data manager.
• Polices the information in the CMDB against defined standards and escalates where standards are not being met to Data Owners.
• Identifies the Data Manager and Data Owner for new CIs.
• Identifies new Data managers and trains them on the tool, processes, and standards.
• Provides training upon request to CMDB users.
• Involvement in access management regarding CMDB.

 

Enhance and Maintain the Service Management Catalogue:

• Create and maintain a comprehensive service catalog that clearly defines available services, service levels, and associated costs.
• Ensure the service catalog is easily accessible to customers and regularly updated to reflect changes in services and service offerings.
• Collaborate with team in developing scalable, efficient, and maintainable solutions using Jira JSM

 

Document Technical Specifications and Process Improvements:

• Ensure the documentation of technical specifications, standards, and guidelines related to Jira Service Management.
• Oversee the maintenance of up-to-date documentation of field mappings, automation rules, and workflows.
• Encourage the documentation of process improvements, lessons learned, and best practices to promote knowledge sharing and continuous improvement within the team.

 

Operational/Managerial Responsibilities

• Stay informed about the latest public health data exchange standards, regulations, and initiatives.
• Support and collaborate on data governance processes to ensure compliance with data privacy, security, and confidentiality requirements.
• Provide input to data exchange agreements and protocols that align with regulatory standards.
• Oversee the implementation of data governance frameworks to maintain data quality, consistency, and traceability during the exchange process.
• Utilizes design skills to define JIRA workflows and the related screen schemes for complex and high impact projects

• BS/BA in Computer Science or some related subject with at least 3- 5 years of work experience in the areas of IT Service Management, Service Desk operations and software architecture.
• Work-related experience in developing, managing, and communicating current state and future state service models, keeping them aligned to changing business needs and relevant for active technology portfolio management.
• 3 - 5 years direct work experience in a project management capacity, including all aspects of process development and execution.
• Experience with current Internet technologies, including SmartSheet, Google Docs, Jira, and Confluence.

• Familiarity with public health informatics including both laboratory and surveillance desirable.
• Working knowledge of and experience with Jira Service Management, Cloud Services (AWS, Azure, Google), Configuration Management Database (CMDB), Service Catalogue, and Jira Administration.
• Flexibility to travel up to 25% of the time.

APHL Week is a Conference/Convention that is held at the APHL Home Office Bethesda, MD. This event is mandatory for all employees to attend. Travel and lodging will be reimbursed by APHL.

Please Note: Reimbursement for travel and lodging may not be possible for employees that are local to the APHL Home Office.

The duties and responsibilities listed in this job description are illustrative ones anticipated for this position. Other duties and responsibilities may be assigned as required. Association of Public Health Laboratories (APHL) reserves the right to amend or change this job description to meet the needs of its programs. This job description and any attachments do not constitute or represent a contract.

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made for known physical or mental limitations to enable individuals with disabilities to perform the essential functions of the role.

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job. Reasonable accommodations will be made for known physical or mental limitations to enable individuals with disabilities to perform the essential functions of the role.
During the job, the colleague may need to sit for extended periods, use a computer keyboard to type, read information visually, and communicate orally through a computer monitor.

APHL is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, national origin, ancestry, citizenship status, sexual orientation, gender identity, marital status, veteran status, disability, age, genetic information or any other characteristic protected by applicable law.