Senior IT Service Management Consultant

12 hours ago

Islamabad, Islamabad, Pakistan beBeeEnterprise Full time 1,800,000 - 2,500,000
Enterprise IT Service Management Expert

We are seeking a skilled Enterprise IT Service Management expert to design, configure and optimize Jira Service Management solutions for enterprise clients. The ideal candidate will have a strong background in IT Service Management (ITSM) and deep knowledge of Atlassian tools, ITIL practices, and enterprise architecture principles.

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.
  • Perform health checks and conduct maturity assessments to identify gaps and propose improvement plans.
  • Act as a 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 features and best practices.
  • Support continual service improvement initiatives through performance monitoring and analytics.
  • Propose effective solutions tailored to specific business scenarios.
  • Understand, evaluate, and utilize a range of add-ons in alignment with varying requirements.
  • Enhance user interface and user experience (UI/UX) in accordance with current industry trends and evolving business needs.
Requirements:
  • Bachelor's degree in computer science 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.
  • 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 and on-premises Jira environments.
  • Strong communication and stakeholder management skills.

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