Service Management Configuration Specialist

About the role

The IT Shared Services, Governance and Risk Management team at Stellenbosch University is looking for a Service Management Configuration Specialist. The role focuses on supporting, training, and configuring Atlassian ITSM tools such as Jira Software, Jira Service Management, Jira Asset Management, and Confluence for the university’s service management practice.

Key responsibilities

• Provide first‑line support for Jira Software, Jira Service Management, Jira Asset Management, Confluence, Dashboard Hub Pro for Jira and Dashboard Hub for Confluence.
• Deliver onboarding and ongoing training sessions for new and existing users of ITSM tools.
• Create and maintain user guides, FAQs, process documentation and knowledge‑base articles.
• Assist in configuring simple workflows, request types, dashboards and asset schemas under supervision.
• Communicate system updates, best practices and guidelines to end‑users.
• Escalate complex technical issues to senior team members.
• Support ITSM research, pilot projects and evaluation of new features.
• Help identify, document and report technical risks in service‑management processes.
• Contribute to basic security awareness and compliance activities related to ITSM tools.

Required profile

• NQF Level 6 in IT (or NQF Level 5 with five years experience) and at least three years of service‑management experience.
• ITIL certification.
• Proven experience administering Jira Software, Jira Service Management and Confluence (cloud or server/DC).
• Hands‑on experience with Jira Asset Management (Insight) and Dashboard Hub tools.

Required skills

• Jira Software, Jira Service Management, Jira Asset Management (Insight)
• Confluence (cloud or server)
• Dashboard Hub Pro for Jira and Dashboard Hub for Confluence
• JQL (Jira Query Language)
• Configuration of Jira workflows, custom fields, screens, permissions and automation rules
• Understanding of SLAs, request types, queues and portal customization in Jira Service Management
• ITIL framework knowledge