Job Description

6–8 Month Contract

We are flexible in our engagement approach and are happy to consider either a contractor or employment arrangement.

KeyInvest is seeking a Service Desk Developer to lead the build and implementation of JIRA Service Management as our enterprise-wide service desk platform.

This is a hands-on delivery role focused on configuring, building and enabling a single, scalable and consistent service experience across the organisation.

About the Role

You will be responsible for translating service design and process requirements into working system configurations, including workflows, automation and service catalogues.

This is not a support or admin role — we are looking for someone who can build, implement and deliver outcomes quickly in a structured, time-boxed environment.

Key Responsibilities

JIRA Service Management Build & Configuration

• Configure request types, workflows, queues and SLAs
• Implement automation rules and system logic
• Ensure solutions are scalable, maintainable and fit for purpose

Workflow & Process Implementation

• Translate business processes into system workflows aligned to:
  • Request for Service
  • Incident Management
  • Access Management
  • Problem & Change processes

Service Catalogue Enablement

• Configure and structure the service catalogue within JIRA
• Ensure services are intuitive, accessible and aligned to support models

Support Model Design (L1 / L2 / L3)

• Build escalation pathways and routing logic
• Configure ownership, assignment and handoffs across teams and vendors
• Ensure clarity and consistency in service delivery

Automation & Efficiency

• Apply “one-time data entry, multiple use” principles
• Reduce manual effort and duplication
• Enable reporting, tracking and audit visibility

Testing, Deployment & Transition

• Support testing and rollout of service desk capabilities
• Troubleshoot and optimise configurations
• Support transition to BAU teams post-implementation

What You Bring

You are a hands-on ITSM specialist who can design and build service desk solutions that are both practical and scalable.

You will demonstrate:

• Strong experience in service management and ITSM implementation
• Hands-on expertise in JIRA Service Management configuration and build
• Ability to translate process, policy and risk requirements into workflows
• Experience designing service catalogues and support models
• Strong stakeholder engagement and delivery capability
• Proven ability to deliver outcomes in fast-paced, time-boxed environments

Highly Regarded

• Experience with ITIL (practical / ITIL-lite approach)
• Experience in financial services or regulated environments
• Experience implementing enterprise or shared service desks

Why Join KeyInvest

• Lead the implementation of a core enterprise platform
• Be part of a high-impact transformation program
• Work across business, technology and vendor teams
• Deliver a solution that will shape how services are delivered across the organisation

Apply Now

If you enjoy building service desk solutions that are practical, scalable and make a real impact, we’d love to hear from you.