NC
Senior Jira Service Management (JSM) Implementation Specialist
NR Consulting - India
🇮🇳 India
On-site
Senior
1 month ago
- Jira Service Management
- Jira
- Confluence
- Atlassian
- Bitbucket
- Okta
- Azure AD
- ServiceNow
- X-ray
- ITIL
- Agile
- Scrum
- PMP
- Lean Six Sigma
1 month ago
Location: Bangalore
Exp: 8-10yrs
Job Description:
Roles & Responsibilities
Solution Design
• Analyze business requirements and design scalable JSM solutions.
• Recommend JSM capabilities and best practices aligned with business objectives.
• Design solution architecture for service projects, workflows, automation, portals, and integrations.
• Review existing service management maturity and recommend improvements.
JSM (Jira Service Management) Implementation & Configuration
• Lead hands-on implementation and configuration of Jira Service Management.
• Configure projects, request types, issue types, workflows, screens, fields, queues, SLAs, approvals, and notifications.
• Set up customer portals, service desks, knowledge base integration, and forms.
• Configure automation rules to improve efficiency and reduce manual effort.
• Ensure JSM configuration aligns with business requirements and operational processes.
Process Design & ITSM Alignment
• Analyze current support and service management processes.
• Design future-state processes for incident, request, problem, change, asset, and knowledge management.
• Translate process requirements into JSM workflows and configurations.
• Define SOPs, process maps, RACI, escalation rules, SLAs, and governance mechanisms.
• Ensure processes are practical, scalable, and easy for users to adopt.
• Ensure compliance with internal governance, audit, and regulatory requirements
• Champion standardization, quality controls, and service lifecycle discipline
• Establish JSM governance standards and configuration guidelines.
• Promote configuration consistency and reusable solution components.
• Ensure solution documentation remains current.
Technical Implementation
• Work with technical teams on integrations between JSM and other systems.
• Support integration with tools such as Jira Software, Confluence, Slack/Teams, email, monitoring tools, CMDB/Assets, identity tools, and reporting platforms.
• Support data migration, field mapping, workflow migration, and legacy tool transition.
• Troubleshoot configuration, permission, automation, and workflow issues.
• Ensure solution quality, security, scalability, and maintainability.
Stakeholder Coordination
• Work with IT, operations, business teams, service owners, support teams, vendors, and leadership stakeholders.
• Conduct requirement workshops and process design discussions.
• Convert business needs into JSM configuration specifications.
• Communicate progress, risks, blockers, and decisions clearly.
• Influence stakeholders without direct authority to drive implementation closure.
Testing, Go-Live & Adoption
• Prepare test scenarios, UAT scripts, acceptance criteria, and validation plans.
• Coordinate UAT with business and service teams.
• Support cutover planning, go-live execution, rollback planning, and hypercare.
• Track post-go-live issues and drive resolution.
• Prepare user guides, admin documentation, training material, and handover documents.
• Support user training and adoption of JSM processes.
Reporting & Continuous Improvement
• Configure dashboards, reports, queues, and SLA performance views.
• Track adoption, ticket volumes, SLA compliance, backlog, aging, and process efficiency.
• Identify opportunities for automation, simplification, and process improvement.
• Recommend JSM best practices and governance improvements.
Required Experience
• 8+ years of experience in Service Management, technology implementation, process improvement or business systems implementation.
• 4+ years of hands-on experience with Jira Service Management / Jira / Atlassian tools.
• Strong experience configuring JSM workflows, SLAs, queues, request types, automations, permissions, and notifications.
• Experience implementing ITSM processes such as incident, request, change, problem, knowledge, and asset management.
• Experience working as an individual contributor in complex cross-functional initiatives.
• Ability to independently manage requirements, implementation planning, testing, go-live, and stabilization.
• Strong communication, documentation, and stakeholder management skills.
Required Skills
• Jira Service Management configuration.
• Jira workflows, screens, fields, issue types, permissions, and schemes.
• JSM portals, request types, queues, SLAs, approvals, and automations.
• ITSM process knowledge.
• Requirements gathering and process mapping.
• UAT planning and defect tracking.
• Data migration and integration coordination.
• Reporting and dashboard creation.
• Documentation, training, and adoption support.
• Risk, issue, and dependency management.
Preferred Skills
• Atlassian Cloud and/or Data Center experience.
• Experience with Atlassian Assets / Insight CMDB.
• Experience integrating JSM with Confluence, Jira Software, Bitbucket, Slack, Teams, Okta/Azure AD, ServiceNow, monitoring tools, or email systems.
• Experience with marketplace apps such as ScriptRunner, Automation for Jira, Tempo, eazyBI, Xray, Refined, or similar.
• Knowledge of ITIL practices.
• Atlassian certifications are preferred.
• ITIL, Agile, Scrum, PMP, or Lean Six Sigma certification is a plus.
Key Competencies
• Strong ownership mindset.
• Hands-on execution.
• Ability to influence without authority.
• Smooth UAT, go-live, and stabilization.
• High quality documentation and handover.
• Strong stakeholder feedback.
• Improved process efficiency, control, adoption, or user experience.
Senior Jira Service Management (JSM) Implementation Specialist · NR Consulting - India