JSM Implementation Experts – Consultant

• Minimum 4-5 years experience in leading the end-to-end implementation of Jira Service Management and ITSM processes for clients, including installation, configuration, data migration, testing, and deployment.
• Collaborate closely with stakeholders to understand their service management needs, Service Catalogue, Service Operation, Continual Service Improvement, Service Level Management, Incident Management, Change Management.
• Understand complex IT Service Management ecosystems and execute the IT process configuration as per the standard ITIL best practices. Ability to serve as a subject matter expert on ITSM.
• Develop and maintain ITSM policies, processes, and procedures as per industry best practices and standards.
• Design comprehensive solutions using Jira Service Management to address business needs and optimize service delivery processes. Develop customized workflows, request types, SLA definitions, and automation rules.
• Lead the configuration and customization of Jira Service Management, tailoring it to align with organizational service management practices. Customize service request forms, queues, notification schemes, and permission schemes to optimize service operations.
• Analyze and configure existing service delivery workflows and identify opportunities for improvement. Implement streamlined workflows within JSM to enhance efficiency, responsiveness, and user satisfaction.
• Integrate Jira Service Management with other tools and systems used within the organization, such as incident monitoring tools, knowledge bases, and collaboration platforms. Ensure seamless data flow and alignment between systems.
• Develop and maintain CMDB/Asset Management policies, processes, and procedures, including data normalization and reconciliation processes. Collaborate with IT teams to integrate CMDB data with JSM system.
• Conduct thorough testing of Jira Service Management configurations to ensure functionality, usability, and compliance with service management standards. Address any issues or discrepancies identified during testing and implement corrective actions.
• Monitor key performance indicators (KPIs) related to service delivery within Jira Service Management. Generate reports and dashboards to track service performance, SLA compliance, and user satisfaction. Identify areas for improvement and optimization.
• Develop and implement change management strategies to facilitate smooth adoption of Jira Service Management within the organization. Communicate changes, updates, and best practices to stakeholders and users to ensure buy-in and acceptance.
• Stay updated on new features, updates, and best practices related to Jira Service Management. Identify opportunities for optimization and enhancement to drive continuous improvement in service delivery processes.
• Provide ongoing technical support and troubleshooting assistance to clients, addressing issues, resolving challenges, and ensuring the smooth operation of Jira Service Management.
• Stay up to date on ITSM trends and emerging technologies and make recommendations for their adoption to improve IT service delivery.
• Understand the Agile framework to work closely with stakeholders to ensure alignment between business objectives.
• Monitor and report on the progress of agile teams, identifying areas for improvement and implementing corrective actions.

Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• Minimum of 5-7 years of experience in IT service management, consulting, or related roles.

• Extensive experience with Atlassian Jira Service Management, including administration, configuration, and customization. Agile Knowledge is a plus.

• Strong understanding of ITIL or other IT service management frameworks and best practices.
• Proven track record of successfully implementing Jira Service Management solutions for clients, from requirements gathering to deployment.
• Excellent consulting skills, with the ability to engage with clients, understand their needs, and provide tailored solutions and recommendations.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with clients and internal teams at all levels of the organization.

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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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