Jira Service Management Optimization Redesigned and

Jira Service Management Optimization

Redesigned and optimized Jira Service Management for a FAANG client's service operations environment. Rebuilt JSM workflows, SLA rules, and approval logic tied to Azure AD groups. Integrated Microsoft Teams and Outlook for seamless notifications and cross-team communication. Built automation rules for alerts, user flags, and comment restrictions on closed tickets.

Results: ✅ Redesigned SLA rules and approval workflows ✅ Azure AD-based approval logic ✅ Teams & Outlook integration for notifications ✅ Automated alerts reducing manual intervention ✅ Delivered improvements that led to repeat business

Tech: Jira Service Management, Azure AD, Microsoft Teams, Outlook, Automation Rules