Join Accent Group one of Australia and New Zealand’s largest retail groups. With 850+ stores, 34 iconic brands and 30+ online platforms, we’re home to some of the world’s most recognised names, including HOKA, Skechers, Dr. Martens, Platypus, Hype DC, Stylerunner, Nude Lucy, Lacoste, Sports Direct and Vans. We’re driven by innovation, passionate about our people and committed to creating exceptional experiences for our customers and teams. Here individuality is celebrated, performance is rewarded and you’ll be empowered to make your mark.

The Jira Service Management SME is responsible for the administration, configuration, and ongoing optimisation of the Jira Service Management (JSM) platform for Accent group. This role acts as a bridge between IT operations, development, and business units to ensure service workflows are efficient, aligned to ITIL processes, and deliver robust user experience and reporting capability.

This role is suited to someone with 2–5 years’ experience working with Atlassian tools, particularly JSM, in a fast-paced environment where service delivery and automation are key priorities.

Key Responsibilities include:

- Act as the primary administrator and functional owner of Jira Service Management.
- Configure and maintain project workflows, automation rules, SLAs, forms, queues, and request types.
- Collaborate with Service Desk, Infrastructure, DevOps, and business teams to understand requirements and implement process improvements in JSM.




- Lead continuous improvement initiatives for service delivery processes using the Atlassian toolset.
- Manage integration with other tools (e.g., Confluence, Microsoft Teams, Intune, CMDB, Identity Management).
- Maintain user permissions and group access in line with security policies.
- Support the development and maintenance of ITSM reporting dashboards and analytics.
- Ensure all JSM configurations are aligned with ITIL practices and governance standards.
- Participate in platform upgrades, testing, and release validation activities.
- Provide training and documentation to JSM users and admins.

To be successful you will ideally have:

- Demonstrated 2–5 years’ hands-on experience with Jira Service Management (Cloud or Data Centre).
- Strong knowledge of ITSM processes including incident, request, change, and problem management.
- Experience designing and implementing complex JSM workflows and automations.
- Familiarity with JQL (Jira Query Language) and form-based reporting tools.
- Proven experience working with technical and non-technical stakeholders.
- Exposure to Agile and DevOps practices in a technology environment.
- Excellent documentation and communication skills.
- Able to function and collaborate within a team and remain approachable always.
- Retail Experience beneficial.

Why Join Accent Group?

- Be part of a dynamic and growing company with a portfolio of the best global brands.
- Opportunity to make a significant impact on our technology team.
- Collaborative and supportive team environment.
- Competitive salary and benefits package.

📌 Jira Service Management SME (Cremorne)
🏢 ACCENT GROUP
📍 Cremorne