Responsibilities:

• Act as the subject matter expert (SME) for Jira Service Management and ITSM best practices.

• Troubleshoot and resolve JSM platform issues post-migration, including workflows, SLAs, automations, and integrations.

• Partner with IT and business stakeholders to assess requirements and design scalable service management processes.

• Implement and optimize JSM capabilities such as request management, incident/problem/change workflows, SLAs, and reporting dashboards.

• Develop a JSM/ITSM roadmap to guide adoption, maturity, and continuous improvement across the enterprise.

• Define governance, standards, and best practices for JSM usage and ITSM alignment.

• Enable and train internal teams on JSM functionality and ITSM processes to maximize adoption.

• Collaborate with Atlassian support and solution partners to address complex technical and strategic issues.

• Monitor new JSM features, Atlassian ecosystem tools, and ITSM industry trends to identify opportunities for adoption.

Qualifications:

• 5+ years of hands-on experience with Jira Service Management (administration, configuration, and solution design).

• Demonstrated experience implementing or maturing ITSM processes (incident, problem, change, request) using JSM.

• Strong understanding of ITIL/ITSM frameworks and ability to apply them in enterprise environments.

• Experience leading or supporting large-scale JSM implementations, migrations, or optimization projects in Atlassian Cloud.

• Proven ability to build ITSM strategies, roadmaps, and governance models.

• Excellent communication and collaboration skills with both technical and business stakeholders.

• Atlassian certifications and/or ITIL certification preferred.

Skills:

• Advanced knowledge of JSM administration, workflows, request types, queues, SLAs, and reporting.

• Strong grasp of ITSM processes and how to operationalize them in JSM.

• Experience integrating JSM with other Atlassian products (Jira Software, Confluence) and enterprise tools.

• Ability to create standards, documentation, and process governance for ITSM practices.

• Problem-solving skills to identify root causes and implement sustainable solutions.

• Strategic mindset with the ability to align tool capabilities with enterprise ITSM goals.

• Strong stakeholder engagement and enablement skills to drive adoption across diverse teams.