IT Solution Expert

12 hours ago

Lahore, Punjab, Pakistan beBeeSolution Full time 1,200,000 - 1,500,000
About This Role

We are seeking a seasoned IT Solution Expert to join our team. As a key member of our organization, you will be responsible for designing and implementing comprehensive solutions in Jira Service Management (JSM). The ideal candidate will possess in-depth knowledge of Atlassian tools, ITIL principles, and enterprise architecture.

Key Responsibilities
  • Solution Design
    • Develop and implement scalable, maintainable ITSM workflows in JSM based on business needs and ITIL standards.
  • Solution Implementation
    • Translate client requirements into effective JSM solutions.
  • Solution Configuration
    • Lead the configuration of service request catalogs, SLAs, automation rules, queues, and custom fields.
  • Integration and Optimization
    • Integrate Jira with other enterprise systems, ensuring seamless data exchange.
  • Health Checks and Assessment
    • Perform regular health checks and conduct maturity assessments to identify gaps and propose improvement plans.
  • Stakeholder Engagement
    • Serve as a subject matter expert during Jira-related discussions with technical teams, stakeholders, and business users.
  • Compliance and Governance
    • Evaluate and ensure compliance with governance, security, and auditability requirements.
  • Documentation and Training
    • Create technical and functional documentation, including solution architecture diagrams.
  • User Support and Education
    • Train and mentor admin teams and end-users on JSM features and best practices.
  • Performance Monitoring and Analytics
    • Support continual service improvement initiatives through performance monitoring and analytics.
RequirementsQualifications
  • 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 (JSM).
  • 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.
  • Understanding DevOps, Agile, and CI/CD principles is desirable.
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 Cloud) and on-premises Jira environments.
  • Strong communication and stakeholder management skills.

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