Joris Raffin

JSM Audit & Optimization — for teams that don't have time

Your support team is chasing tickets. SLAs are slipping. No one has time to improve processes.

I do this work for you: I identify bottlenecks, automate what can be automated, and set up reporting for steering.

5 years of JSM administration in a demanding environment (healthcare, 4000+ requests/month, 133 automations in production). I know the ground reality, not just Atlassian theory.

OFFERS

JSM Audit — Clarity in 5 days

You know it could run better, but where to start?

I'll scrutinize your instance: workflows, automations, portal, SLAs.

You'll leave with a diagnosis + a prioritized action plan.

Automation Sprint — 3 to 5 automations delivered

Are your agents wasting time on repetitive tasks?

I design, test, and document automations that stick.

SLA Dashboard — Finally steer your support

Zero visibility on your performance?

A ready-to-use Power BI dashboard connected to Jira.

SKILLS

JSM Cloud — Advanced administration, portal, SLAs, workflows

Automations — Native + ScriptRunner/Groovy

Reporting — Power BI, DAX, Jira connection

Integrations — REST APIs, Power Automate, Teams, SFTP

Bonus — Accustomed to regulated environments (healthcare, GDPR sensitive data)

TERMS

📍 Toulouse — full remote

⚡ Short interventions (1 to 2 weeks)

💬 Rate according to mission — let's discuss it