Expert IT Service Management Solution Designer

4 hours ago

Karachi, Sindh, Pakistan beBeeEnterprise Full time 2,000,000 - 2,500,000
Job Title: Enterprise ITSM Solutions Architect

We are seeking an experienced Enterprise ITSM Solutions Architect to design, configure and optimize Jira Service Management solutions for our clients. The ideal candidate will possess deep knowledge of Atlassian tools, ITIL practices and enterprise architecture principles, and act as the bridge between business requirements and technical delivery.

Key Responsibilities:
  • Design and implement ITSM workflows in Jira Service Management based on business needs and ITIL standards.
  • Translate client requirements into scalable, maintainable Jira Service Management solutions.
  • Lead the configuration of service request catalogs, SLAs, automation rules, queues and custom fields.
  • Integrate Jira with other enterprise systems such as CMDB, monitoring tools, Confluence and identity systems.
  • Perform health checks and conduct maturity assessments to identify gaps and propose improvement plans.
  • Serve as Subject Matter Expert during Jira-related discussions with technical teams, stakeholders and business users.
  • Ensure compliance with governance, security and auditability requirements.
  • Create technical and functional documentation including solution architecture diagrams.
  • Train and mentor admin teams and end-users on Jira Service Management features and best practices.
  • Support continual service improvement initiatives through performance monitoring and analytics.
  • Demonstrate ability to propose effective solutions tailored to specific business scenarios.
  • Capable of understanding evaluating and utilizing a range of add-ons in alignment with varying requirements.
  • Possess expertise to enhance user interface and user experience in accordance with current industry trends and evolving business needs.
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, ScriptRunner, Tempo etc.
  • Experience with Jira REST APIs, JSON and third-party integrations.
  • Atlassian certifications are a plus.
Nice to Have:
  • Hands-on experience with Confluence, Bitbucket or Opsgenie.
  • Exposure to ISO 20000, COBIT or other IT governance frameworks.
  • Experience with cloud Jira environments.
  • Strong communication and stakeholder management skills.

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