We are seeking an experienced Jira Solution Architect with a strong background in IT Service Management (ITSM) to design, configure, and optimize Jira Service Management (JSM) solutions for enterprise clients. The ideal candidate will possess deep knowledge of Atlassian tools, ITIL practices, and enterprise architecture principles, and will act as the bridge between business requirements and technical delivery.
Responsibilities
- Design and implement ITSM workflows in Jira Service Management (JSM) based on business needs and ITIL standards.
- Translate client requirements into scalable, maintainable JSM solutions.
- Lead the configuration of service request catalogs, SLAs, automation rules, queues, and custom fields.
- Integrate Jira with other enterprise systems (e.g., CMDB, monitoring tools, Confluence, identity 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 and functional documentation, including solution architecture diagrams.
- Train and mentor admin teams and end-users on JSM features and best practices.
- Support continual service improvement initiatives through performance monitoring and analytics.
- Demonstrates the ability to propose effective solutions tailored to specific business scenarios.
- Capable of understanding, evaluating, and utilizing a range of add-ons (e.g., JMW, Refined) in alignment with varying requirements.
- Possesses the expertise to 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, 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.