Enterprise ITSM Solution Design Specialist

2 days ago

Karachi, Sindh, Pakistan beBeeEnterprise Full time
Enterprise ITSM Solution Design Specialist">

We are seeking a seasoned professional to craft and refine sophisticated Jira Service Management solutions for large-scale clients.

">Key Responsibilities">
  • ">
  • Solution Architecture Leadership: Develop ITSM workflows in Jira Service Management aligned with business objectives and ITIL standards.">">
  • Requirements Interpretation: Translate client requirements into scalable, maintainable JSM configurations.">">
  • Configuration Expertise: Lead the configuration of service request catalogs, SLAs, automation rules, queues, and custom fields.">">
  • Integration Mastery: Integrate Jira with other enterprise systems, including CMDB, monitoring tools, Confluence, identity systems.">">
  • Health Assessment and Improvement Planning: Conduct health checks and maturity assessments to identify gaps and propose improvement plans.">">
  • Subject Matter Expert Support: Serve as a subject matter expert during Jira-related discussions with technical teams, stakeholders, and business users.">">
  • Compliance and Governance Oversight: Ensure compliance with governance, security, and auditability requirements.">">
  • Documentation and Training Delivery: Create technical and functional documentation, including solution architecture diagrams, and train admin teams and end-users on JSM features and best practices.">">
  • Continual Service Improvement Initiatives: Support continual service improvement initiatives through performance monitoring and analytics.">">Required Skills and Qualifications">
    • ">
    • Educational Background: Bachelor's degree in computer science, Information Systems, or related field.">">
    • Professional Experience: 5+ years of experience in Jira administration/architecture, with at least 2 years focused on Jira Service Management (JSM).">">
    • ITSM Process Knowledge: Strong knowledge of ITSM processes, including Incident, Change, Problem, Request Fulfillment, and Knowledge Management.">">
    • Jira Customization Expertise: Experience implementing and customizing workflows, automation, and SLA configurations in Jira.">">
    • Atlassian Marketplace Add-ons Familiarity: Familiarity with Atlassian Marketplace add-ons like Insight (Asset Management), ScriptRunner, Tempo, etc.">">
    • Jira REST APIs and Integrations Expertise: Experience with Jira REST APIs, JSON, and third-party integrations.">">
    • Certifications: Atlassian certifications (ACP-620, ACP-120, etc.) are a plus.">">Preferred Qualifications">
      • ">
      • Confluence and Bitbucket Experience: Hands-on experience with Confluence, Bitucket, or Opsgenie.">">
      • IT Governance Frameworks Exposure: Exposure to ISO 20000, COBIT, or other IT governance frameworks.">">
      • Cloud and On-Premises Environment Expertise: Experience with cloud (Jira Cloud) and on-premises Jira environments.">">
      • Communication and Stakeholder Management Skills: Strong communication and stakeholder management skills.">

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