Job Description

[Employer hidden — sign up to reveal] is seeking an experienced ITSM Consultant with deep expertise in Jira Service Management (JSM) to join our Professional Services team. In this role, you will lead client engagements focused on the design, configuration, and deployment of enterprise-grade ITSM solutions built on the Atlassian platform. You will partner with clients ranging from mid-market organizations to large enterprises, guiding them through discovery, implementation, optimization, and enablement.

Key Responsibilities

• Lead end-to-end JSM implementations, including portal design, request type configuration, SLA policies, queues, automation rules, approval workflows, and governance controls.
• Design, configure, and optimize ITSM processes including Incident, Problem, Change, Service Request, and Asset Management in alignment with ITIL best practices.
• Develop and maintain Confluence knowledge bases integrated with JSM to support self-service strategies.
• Architect, configure, and maintain integrations between JSM and third-party systems.
• Perform data migrations and environment transitions, including on-premises Data Center to Jira Cloud migrations.
• Conduct structured discovery workshops to assess current-state ITSM maturity.
• Serve as a trusted advisor to stakeholders at all levels, including executive leadership.
• Facilitate training sessions and enablement workshops.
• Produce high-quality documentation including configuration guides, solution design documents, and governance frameworks.

Requirements

• Minimum 5 years of progressive hands-on experience as a Jira Administrator, Atlassian Consultant, or ITSM Platform Lead.
• Proven expertise in Jira Service Management configuration and ITSM process design.
• Strong working knowledge of ITIL v4 frameworks.
• Experience conducting client-facing discovery sessions and executive-level discussions.
• Advanced proficiency with Jira automation, project schemes, permission schemes, and configuration governance.
• Familiarity with Atlassian Cloud administration and security best practices.
• Must be eligible to obtain and maintain U.S. government security clearance.

Additional Information

At this time, [Employer hidden — sign up to reveal] cannot transfer nor sponsor a work visa for this position. [Employer hidden — sign up to reveal] offers a competitive benefits package including medical, dental, vision, 401(k) with match, paid time off, and remote work options. Salary range: $125,000 to $150,000. [Employer hidden — sign up to reveal] is an equal opportunity employer. For more information, visit [Employer hidden — sign up to reveal].com.