ITSM Consultant – Jira Service Management

Role Overview

• 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.

Requirements

• 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.

Tech Stack

• Cloud
• ITSM

Benefits

• Affordable medical, dental, and vision benefits.
• 401(k) plan with match.
• Company-paid disability and life insurance.
• Voluntary life insurance options.
• Employee Assistance Program (EAP).
• Identity and fraud protection.
• Recognition and wellness programs.
• Flexible paid time off and remote and flexible work options.
• Paid training and certification opportunities.