Job Description :

We are seeking an experienced Senior Jira Service Management (JSM) Architect to lead the design, implementation, and optimization of enterprise-grade Jira Service Management solutions.

In this role, you will partner with business and technology stakeholders to architect scalable IT Service Management (ITSM), Enterprise Service Management (ESM), and workflow automation solutions that align with organizational objectives and industry best practices.

The ideal candidate will have deep expertise in Jira Service Management, Atlassian Cloud/Data Center environments, ITIL processes, and complex integrations.

You will be responsible for defining solution architecture, governance standards, service request management, asset management, knowledge management, automation strategies, and operational excellence across multiple business functions.

Key Responsibilities:

- Designing and implementing JSM service desks, request workflows, SLAs, approvals, automation rules, customer portals, Assets (CMDB), and integrations with enterprise applications using REST APIs and middleware.

- Collaborating with cross-functional teams, mentoring administrators and developers, establishing platform governance, ensuring security and compliance, and driving continuous platform improvements.

- Supporting migration initiatives, performance optimization, reporting, and dashboard development while evaluating new Atlassian capabilities to maximize business value.

Ideal Candidate Profile :

- 812+ years of experience in the Atlassian ecosystem, including significant hands-on expertise with Jira Service Management architecture and administration.

- Strong knowledge of ITIL v4, Agile methodologies, workflow design, scripting, automation, identity management, and integration technologies is essential.

- Experience with Atlassian Cloud migrations, Assets, Confluence, Jira Software, marketplace applications, and DevOps tool integrations is highly desirable.

- Atlassian certifications such as ACP-420, ACP-120, or equivalent, along with excellent stakeholder management, communication, leadership, and problem-solving skills, are preferred.

Strategic Impact :

This role offers the opportunity to influence enterprise service management strategy, modernize digital service delivery, and build high-performing, scalable Jira Service Management platforms that enhance operational efficiency and user experience across the organization.