Lindsay Bolan is the lead ITSM Engineer for the School of Medicine and Public Health (SMPH) at the University of Wisconsin - Madison, co-lead for the Higher Education Atlassian Community Group, and an Atlassian Certified Administrative Expert.
Graduating from George Williams College with a Bachelor of Social Work degree in 2014, Lindsay began her career with the University of Wisconsin assuming that IT was simply a pit-stop on the way to becoming a clinical therapist or a community organizer. Instead, she discovered a talent for service management design and has spent the last 6 years designing, building, and continually improving ITSM systems. She channeled her passion for helping people to process improvement and automation, inspired by her social work training and systems thinking to always center the human element in work.
Over the past three years, she ran SMPH’s implementation of Jira Service Management Cloud, Jira Cloud, and Confluence Cloud as the school-wide IT service management and project management platform branded as “SMPH Navigator.” In this role, she acted as platform architect, senior technologist, staff supervisor, and process consultant. While the implementation project wrapped up in December 2025, Lindsay continues to lead a small team to grow IT service maturity by improving the platform with enhancements, overseeing new builds, and increasing collaboration between teams through shared governance and consistent communication.