Lead end-to-end JSM implementations, including portal design and automation rules.
Design, configure, and optimize ITSM processes in alignment with ITIL best practices.
Develop and maintain Confluence knowledge bases to support self-service strategies.
Architect and maintain integrations between JSM and third-party systems.
Conduct structured discovery workshops to assess current-state ITSM maturity and capture requirements.
Serve as a trusted advisor to stakeholders at all levels.
Facilitate training sessions and provide post-implementation support.
Produce high-quality documentation and maintain project artifacts in Confluence.

Minimum 5 years of progressive hands-on experience as a Jira Administrator, Atlassian Consultant, or ITSM Platform Lead.
Proven expertise in Jira Service Management configuration and ITSM process design.
Strong working knowledge of ITIL v4 frameworks.
Experience conducting client-facing discovery sessions and stakeholder presentations.
Advanced proficiency with Jira automation.
Familiarity with Atlassian Cloud administration.
Demonstrated ability to manage multiple concurrent engagements.
Must be eligible to obtain and maintain U.S. government security clearance.
Atlassian Certified Professional in Jira Service Management Administration is a plus.
ITIL 4 Foundation or higher certification is a plus.

XTIVIA, Inc.

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