Jira Specialist

Project

ServiceNow and Jira integration for customer support

Location

Offshore (India), with at least 3 hours a day of overlap with Pacific Time

Allocation

Full time, 40 hours a week. Shared between the integration project and other Jira support work

Timeline

October 19, 2026 to January 22, 2027 (weeks 2 to 15), including go-live and hypercare

Reports to

Buxton Delivery Manager and Solution Lead

Works with

Buxton Technical Lead and developers, client’s Jira Workstream Lead and Jira Administrator

Role Summary

Owns the Jira side of the ServiceNow and Jira integration. Support agents link Jira issues to ServiceNow cases, Jira comments copy to case work notes, and Jira status, assignee, priority and resolution update the case. The integration must work across all of client’s Jira projects with no project-specific setup. This role makes that possible on the Jira side, tests it with the Jira teams and handles other Jira support tasks that client assigns.

Responsibilities

- Join the Jira requirements sessions and help agree a base set of required fields for all Jira projects.
- Inventory the Jira projects in scope, with their issue types, workflows, status values and required fields.
- Map each project's status values to the Jira status categories (To Do, In Progress, Done) so the case shows a consistent status.
- Set up the integration service account, API tokens or OAuth access and permissions with the Jira Administrator.
- Configure webhooks or automation rules that send comment and field changes to ServiceNow.




- Build test Jira projects and test data that cover the different project setups.
- Test the integration with the Buxton developers: issue linking, comment copy, field sync, error handling and retries.
- Support the Jira group during user acceptance testing (UAT), log defects and confirm fixes.
- Write Jira-side runbook notes for the managed services team and support go-live checks and hypercare.
- Handle other Jira support tasks client assigns within the weekly hours, such as project setup, scheme changes, user access and automation fixes.

Required Skills and Experience

- Four or more years as a Jira administrator in a multi-project company workplace.
- Hands-on administration of projects, issue types, workflows, screens, field configurations, permission schemes and notification schemes.
- Working experience with the Jira REST API, webhooks and Jira Query Language (JQL).
- Experience with Automation for Jira rules.
- At least one integration between Jira and another system, such as ServiceNow, Salesforce or a support tool.
- Comfortable testing APIs with Postman or similar tools.
- Clear written and spoken English and experience working with United States clients across time zones.

Nice to Have

- Jira Service Management (JSM) administration.
- Experience with both Jira Cloud and Jira Data Center.
- Familiarity with ServiceNow Integration Hub or the ServiceNow Jira spoke.
- ScriptRunner or similar scripting add-ons.
- Experience standardizing fields and workflows across many Jira projects.

Certifications

- Atlassian Certified Jira Administrator
- ServiceNow Certified System Administrator (CSA) is a plus

📌 Jira Specialist (Hyderabad)
🏢 Buxton Consulting
📍 Hyderabad