Job Title: Senior Jira Service Management (JSM) Consultant / Architect
About the Role:
We are seeking an Atlassian Specialist to design, implement, and optimize our IT Service Management (ITSM) and Enterprise Service Management (ESM) ecosystems. You will bridge the gap between business processes and technology, building high-velocity workflows, automated service catalogs, and integrated asset management solutions on the Jira platform.
Key Responsibilities:
JSM Configuration & Customization: Design, configure, and maintain JSM projects, custom request/issue types, queues, workflows, and complex SLA policies.
ITSM & ITIL Implementation: Architect incident, problem, change, and request management processes aligned with ITIL best practices
Knowledge & Asset Management: Configure and customize the JSM customer portal, integrated Confluence Knowledge Base, and JSM Assets (CMDB)
Ecosystem Integration: Leverage Atlassian and third-party tools to automate routing, approvals, and notifications (e.g., integrating with StatusPage for incident communication, or Tempo for time tracking)
Workflow Automation: Write and manage advanced automation rules, triggers, conditions, and post-functions to boost cross-team efficiency.
Stakeholder Enablement: Translate business requirements into technical solutions, perform UAT, and deliver user training.