Senior IT Service Management Professional

8 hours ago

Lahore, Punjab, Pakistan beBeeSolution Full time

We are seeking a seasoned IT Service Management professional with expertise in Jira Solution Architecture. The ideal candidate will possess deep knowledge of Atlassian tools, ITIL practices, and enterprise architecture principles to design, configure, and optimize Jira Service Management solutions for clients.

  • Design and implement ITSM workflows based on business needs and ITIL standards.
  • Translate client requirements into scalable, maintainable Jira solutions.
  • Lead the configuration of service request catalogs, SLAs, automation rules, queues, and custom fields.
  • Integrate Jira with other enterprise systems.
  • Perform health checks and conduct maturity assessments to identify gaps and propose improvement plans.
  • Serve as SME during Jira-related discussions with technical teams, stakeholders, and business users.
  • Ensure compliance with governance, security, and auditability requirements.
  • Create technical documentation, including solution architecture diagrams.
  • Train and mentor admin teams and end-users on Jira features and best practices.

Requirements

  • Bachelor's degree in computer science, Information Systems, or related field.
  • 5+ years of experience in Jira administration/architecture, with at least 2 years focused on Jira Service Management.
  • Strong knowledge of ITSM processes (Incident, Change, Problem, Request Fulfillment, Knowledge Management).
  • Experience implementing and customizing workflows, automation, and SLA configurations in Jira.
  • Familiarity with Atlassian Marketplace add-ons like Insight (Asset Management), ScriptRunner, Tempo, etc.
  • Experience with Jira REST APIs, JSON, and third-party integrations.
  • Atlassian certifications (ACP-620, ACP-120, etc.) are a plus.

Nice to Have:

  • Hands-on experience with Confluence, Bitbucket, or Opsgenie.
  • Exposure to ISO 20000, COBIT, or other IT governance frameworks.

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