[Hiring] Jira Service Desk Specialist @Catalyst Consulting Group

Role Description

We’re looking for a talented and driven Jira Service Desk Specialist with a proactive mindset to join our team. In this role, you will be a key contributor in designing and delivering technology solutions that exceed client expectations.

Key Responsibilities

• End-to-end set up of request types, workflows, fields, queues, & portals
• Incident workflow design for ticket lifecycle, triage, escalation (L1-L3), and vendor workflows
• Permissions and access control for role-based access, issue security, and airline/vendor segregation
• Email intake & notifications for email-to-ticket setup, notification schemes, and lifecycle alerts
• SLA & queue design, involving SLA metrics, calendars, breach alerts, and SLA-driven queues and reporting
• Jira automation for assignment, routing, escalation, and notifications
• Dashboards and reporting for JQL, dashboards, queues, and operational reporting
• Prototype and intake design, evaluating QR and no-login intake approaches
• Understanding visibility controls and basic PII considerations for attachments and data handling
• Occasional travel to client sites (typically quarterly or less) for requirements workshops, stakeholder meetings, or training sessions.

Qualifications

• 4+ years of Jira Data Center (on-prem) experience
• 4+ years of experience with advanced JQL and filter design
• 4+ years of experience with external customer portal design, preferably with multi-org access models
• 3+ years of experience working with testing and UAT support for persona-based validation, workflows, and SLAs
• Documentation and training experience for administrative and agent handoffs
• Excellent communication skills, both client-facing and internal
• Proficient in Microsoft Office Suite (e.g., Word, Excel, PowerPoint, Outlook)
• Experience using JIRA is required

Benefits

• Salary range of $100,000-$130,000*
• Flexible, remote-first work environment (company headquartered in Chicago)
• Ample time off (Starting at 16 days)
• Company-provided computer (Mac or PC, depending on preference)
• Home office set-up assistance
• Virtual and in-person social events
• Training & certification reimbursement
• Professional opportunities at fast-growing company with a sky-is-the-limit mindset