Job Description :

We are looking for a skilled Jira Service Management (JSM) Consultant with strong expertise in ITSM workflow automation and Microsoft ecosystem integration. The ideal candidate should have hands-on experience with Jira Service Management Cloud, Power Automate or Logic Apps, and SharePoint Online.

The consultant will be responsible for designing and implementing a scalable support operations platform, including workflows, automation, integrations, SLA management, dashboards, and knowledge management.

Key Responsibilities :

- Design and configure Jira Service Management projects, workflows, forms, queues, and SLA logic.

- Develop custom automation rules and escalation workflows for P1 and non-P1 incidents.

- Integrate JSM with :

1. Microsoft Power Automate / Logic Apps

2. SharePoint Online (SPO) for Knowledge Base search, referencing, and linking

3. Microsoft 365 / Outlook for email parsing and automated triggers

4. Microsoft Teams and other M365 components

- Configure ITIL-aligned request types including Incident, Service Request, and Change.

- Implement change approval workflows and automated routing.

- Define SLA timers, escalation matrices, and skill-based routing.

- Create real-time dashboards for ticket trends, SLA performance, and team productivity using JQL.

- Configure secure access controls, roles, and permission schemes.

- Develop reusable workflows and templates for future client implementations.

- Prepare technical documentation, SOPs, and operational runbooks.

- Conduct JSM onboarding and training for internal teams.

- Support troubleshooting, optimization, and continuous improvement of JSM workflows.

Mandatory Skills :

- Jira Service Management Cloud (3+ years)

- Power Automate or Microsoft Logic Apps

- SharePoint Online (SPO) integration

- JQL

- JSM workflows and automation

- Custom fields and dynamic forms

- SLA configuration and metrics

- Queue design

- ITSM / ITIL practices

- Microsoft Ecosystem

1. Microsoft 365

2. SharePoint Online

3. Exchange Online

4. Microsoft Teams

5. Power Automate / Logic Apps

6. Outlook integrations

Good to Have :

- Managed services environment experience

- ITIL certification

- Jira Administration experience

- REST API integrations

- Knowledge Base implementation

- Experience designing reusable ITSM templates

Preferred Candidate Profile :

- Strong hands-on experience configuring JSM Cloud.

- Proven ability to integrate Jira with the Microsoft ecosystem.

- Strong understanding of ITSM processes and ITIL practices.

- Excellent analytical and problem-solving skills.

- Strong documentation, training, and stakeholder-management capabilities.

- Ability to work independently and deliver scalable automation solutions.