Jira Implementation Specialist (Temporary… at Personal… · Toledo

About Personal Growth Counseling Services

At Personal Growth Counseling Services, we believe every individual deserves compassionate, effective, and personalized support on their path to wellness. Based in Toledo, Ohio, our mission is to empower individuals and families to achieve emotional well-being and personal growth through expert mental health services. Our team of Therapists, Counselors, and support staff are committed to client-centered care and community impact.

As part of our organizational growth strategy, PGCS is implementing a centralized Jira Service Management and Confluence employee service platform to streamline internal operations, improve service delivery, and enhance employee self-service capabilities.

Position Overview

The Jira Implementation Specialist is responsible for leading the hands-on configuration, implementation, and deployment of the PGCS Jira Service Management and Confluence platform initiative. This temporary project-based contract role will oversee the design, build, testing, launch, and stabilization of the organization’s enterprise service delivery portal supporting HR, IT, partner services, referrals, and employee knowledge management.

This role requires a skilled Atlassian professional with preferred experience in implementing Jira Service Management (JSM), Confluence, workflows, automations, service portals, and enterprise service delivery solutions. The specialist will collaborate closely with leadership, operational teams, and stakeholders to deliver a scalable, production-ready platform aligned with organizational goals and operational requirements.

Key Responsibilities

Jira Service Management Implementation & Configuration

• Lead the end-to-end implementation of Jira Service Management and Confluence platforms.

• Configure service portals, request types, workflows, issue types, queues, SLAs, approvals, and automations.

• Design and implement service delivery workflows for HR, IT, referral services, and partner services.

• Configure permissions, roles, groups, security settings, and notification schemes.

• Develop dashboards, reporting structures, and operational metrics for leadership and service teams.

• Support system branding, navigation, and overall user experience optimization.

Confluence Employee Center & Knowledge Management

• Design and implement the Confluence employee center architecture and knowledge base structure.

• Create templates, page hierarchies, article organization standards, and self-service resources.

• Link knowledge content to Jira request workflows to improve request deflection and employee self-service.

• Collaborate with internal stakeholders to organize and migrate knowledge content.

Discovery, Solution Design & Stakeholder Collaboration

• Facilitate discovery sessions and requirements-gathering meetings with organizational stakeholders.

• Translate operational workflows into scalable Jira and Confluence solutions.

• Develop implementation documentation, configuration standards, and deployment plans.

• Provide recommendations for process improvements, workflow optimization, and automation opportunities.

• Partner with leadership to prioritize implementation deliverables and manage project milestones.

Testing, Training & Go-Live Support

• Develop and execute system integration testing and user acceptance testing processes.

• Identify, document, and remediate defects and configuration gaps.

• Create training materials, administrator guides, and end-user support documentation.

• Conduct stakeholder and administrator training sessions.

• Support production launch activities, go-live readiness, and hypercare stabilization efforts.

Security, Compliance & Operational Readiness

• Configure role-based permissions and confidentiality safeguards for sensitive HR and operational workflows.

• Validate system access, escalation paths, routing logic, and workflow integrity.

• Ensure implementation aligns with organizational operational standards and security expectations.

• Participate in launch planning, cutover activities, and post-launch transition support.

QUALIFICATIONS

 •  Minimum of 2 years of experience administering or implementing Jira, Jira Service Management, and Confluence platforms.

 •  Minimum of 2 years of experience leading enterprise service delivery or service management implementations.

 •  Strong experience configuring workflows, request types, automations, SLAs, dashboards, permissions, and                 knowledge bases.

• Experience supporting testing cycles, UAT coordination, launch readiness, and post-launch stabilization.
• Demonstrated ability to manage multiple implementation workstreams simultaneously.
• Strong project management, communication, and stakeholder engagement skills.
• Experience with Atlassian Cloud environments preferred.
• Ability to work independently in a fast-paced, deadline-driven project environment.
• Strong documentation, training, and organizational skills.
• Experience working with HR, IT, or operational service delivery environments preferred.