How Wired Brains Elevated JerseySTEM’s Operational Excellence
# Empowering Mission-Driven Impact Through Enterprise-Grade Atlassian
Transformation:
How Wired Brains Elevated JerseySTEM’s Operational Excellence
JerseySTEM is a high-impact nonprofit dedicated to closing the STEM equity gap by
delivering hands-on science and technology education to underserved middle-school
girls across New Jersey. As our programs scaled rapidly, our legacy support processes
(primarily email-driven and fragmented) became a critical bottleneck, impeding
volunteer onboarding, issue resolution velocity, and overall organizational agility.
Enter Wired Brains (wiredbrains.io), a New Jersey-based technology consultancy
specializing in Salesforce, Cloud Architecture, Atlassian, Digital Transformation, and
Managed IT Services.
Wired Brains deployed Tushar Shah, an Atlassian architect with over 20 years of
enterprise systems experience and recognized as a Jira Service Management (JSM)
subject-matter expert, to lead a complete re-architecture of JerseySTEM’s internal
service desk and knowledge base ecosystem.
Key technical achievements delivered under Tushar’s leadership:
- Designed and implemented a modern, fully customized Jira Service Management
- (JSM), SLA-driven ITIL-aligned service desk.
- Engineered sophisticated request types, queue configurations, automation rules (using Jira Automation), and customer portal branding tailored to nonprofit volunteer personas.
- Built a high-performance Confluence knowledge base with advanced space architecture, and seamless JSM-Confluence integration for self-service deflection.
- Configured reporting dashboards, JSM KPIs, CSAT surveys, and real-time SLA monitoring to provide data-driven operational insights.
- Created bite-sized training videos, reducing average volunteer onboarding time from hours to minutes.
The transformed platform is now intuitive, and scalable, capable of supporting
JerseySTEM’s ambitious goal of serving 2,600 underserved girls by 2026 without
adding operational overhead.
Within months of go-live, the new system has already processed and resolved 100+
volunteer and staff requests with near-perfect CSAT scores, freeing our team to focus
on mission-critical program delivery rather than administrative friction.
As Tushar Shah reflects:
“JerseySTEM exemplifies the growth mindset I rarely see even in Fortune 500
environments. The team’s eagerness to adopt best practices and their laser focus on
impact made this one of the most rewarding JSM transformations I’ve led. Building an
enterprise-grade JSM and Confluence ecosystem for a nonprofit of this caliber was both
technically challenging and deeply inspiring.”
Wired Brains’ core values (technical excellence, continuous learning, and human-
centered design) align perfectly with JerseySTEM’s mission. This partnership proves
that world-class technology solutions can and should be accessible to organizations
driving social good.
JerseySTEM is profoundly grateful to Tushar Shah and the entire Wired Brains team for
their expertise, generosity, and commitment. Together, we’re not just closing tickets;
we’re closing the STEM equity gap, one empowered girl at a time.
If your organization shares our vision and would like to sponsor, partner, or contribute
technical expertise, we’d love to welcome you aboard. Let’s build the future, together.
