Reports to: Team Lead, IT Service Desk

Duration: 6-Month Contract

Location: Ottawa, Ontario (Hybrid)

Effective: December 2025

About Us REALTOR.ca is the most popular real estate listing and information platform in Canada. It builds business for REALTOR® members and establishes consumer trust and loyalty by supporting Canadians through their home-buying and selling journeys. It operates under the guiding principles of delivering value to consumers and members, and continually evolving to meet and exceed market expectations. REALTOR.ca is more than a listing service; it’s the nexus of the Canadian property buying and selling journey.

Join us and be a part of a team that is at the forefront of the real estate industry, making a significant impact on the lives of Canadians every day.

Position Overview REALTOR.ca is seeking an experienced Jira Service Management (JSM) Developer to lead the post-deployment optimization and enhancement of our newly implemented IT Service Management platform. This role requires close collaboration with IT leadership and Operations teams to ensure the platform is scalable, aligned with ITIL best practices, and designed to support measurable improvements in service delivery and process efficiency.

Core Competencies

• Technical Problem Solving
• Collaboration and Stakeholder Engagement
• Process Optimization
• Communication and Documentation

Function The Jira Service Management (JSM) Developer will drive continuous improvement by refining workflows, implementing automation, developing comprehensive reporting, and embedding governance and lifecycle management within JSM.

Key Responsibilities Post-Deployment Configuration & Optimization:

• Refine and optimize Jira Service Management configurations to enhance usability, performance, and data quality.
• Configure and maintain request types, workflows, SLAs, and automation rules consistent with ITIL best practices.
• Design and enhance Jira Assets (CMDB) for comprehensive tracking of hardware, software, and user relationships.
• Develop a complete software asset lifecycle model, including object types, relationships, and workflows to support intake, approval, deployment, renewal, and retirement.
• Build a contract and license management framework within Assets to track vendor agreements, renewal timelines, costs, and purchase details.
• Implement automated lifecycle workflows and notifications based on asset metadata to proactively manage renewals, expirations, and maintenance cycles.

Integration and Automation:

• Integrate Jira Service Management with core systems, including Intune, Entra ID/Azure AD, and Microsoft 365 to automate provisioning and asset synchronization.
• Develop automations for onboarding/offboarding, software assignments, and device record updates.
• Configure the Jira Service Management Operations Module for alert ingestion, automated incident creation, and routing to Infrastructure Operations.

Service Delivery Process Development:

• Collaborate with IT teams to design, document, and implement standardized Incident, Request, Change, and Problem Management processes.
• Develop and maintain service catalogues, approval workflows, and escalation paths to improve service consistency.
• Create reusable templates and knowledge base content to support self-service and internal documentation.
• Establish structured feedback loops to continuously refine workflows and drive user adoption.

Reporting & Dashboard Development:

• Design and build custom dashboards and reports for IT leadership and operational teams, providing insights into service performance, resource utilization, and SLA compliance.
• Develop dynamic visualizations for key metrics, including ticket volume, backlog, SLA adherence, and first contact resolution.
• Build executive-level dashboards for system health, adoption, and contract/license tracking.
• Deliver both recurring and ad-hoc reports aligned with business priorities and ITSM maturity goals.

Training, Documentation & Knowledge Transfer:

• Conduct structured training sessions for Service Desk and IT staff on JSM features, dashboards, and asset workflows.
• Provide targeted knowledge transfer to internal Jira administrators to ensure long-term sustainability.
• Maintain comprehensive configuration and workflow documentation to support operational continuity.
• Mentor internal teams to promote ownership and continuous system improvement.

Performance Metrics / Deliverables

• Optimized JSM configuration supporting all core ITSM processes (Incident, Request, Change, Problem).
• Completed and fully functional Assets schema for hardware, software, and contracts.
• Automated workflows for software renewals, approvals, and procurement.
• Comprehensive dashboard suite covering SLA compliance, service metrics, asset tracking, and contract management.
• Delivered executive and operational reporting templates for IT leadership.
• Complete documentation, training materials, and a handover package for internal teams.

Qualifications & Skills Education & Experience

• 5+ years of hands-on experience configuring and administering Jira Service Management.

Technical Skills

• Advanced expertise in Atlassian Assets (CMDB), schema design, automation, and reporting.
• Strong proficiency in Jira dashboards, reports, and marketplace analytics tools.
• Solid understanding of ITIL frameworks and ITSM workflows.
• Proven experience implementing software lifecycle and contract management within ITSM platforms.
• Knowledge of Change Management processes, including CAB facilitation and change calendar management.
• Familiarity with Microsoft 365, Intune, Entra ID/Azure AD integrations.
• Experience with REST APIs, automation tools, and Power Automate.

Soft Skills

• Strong analytical, documentation, and communication skills.

Assets

• Background in IT asset management, vendor management, or software licensing is an asset.

We thank all applicants for their interest; however, only those selected for further consideration will be contacted.

At REALTOR.ca, we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require accommodation, we will work with you to meet your needs.