ITSM Solution Consultant

Eficode; Southampton; Remote; GBP 65,000 - 90,000; Full time

Benefits offered by this job

International, multi-country team

Training budget

Flexible remote work

25 days annual leave

Private healthcare

Pension

Parental leave

Team socials

Job summary

Eficode Group is seeking an ITSM Solution Consultant for its UK team. This remote-first role focuses on helping customers maximise Jira Service Management and ITSM practices across the UK and internationally, guiding transformation journeys from discovery to implementation.

You will design, configure and optimise ITSM solutions, lead engagements, assess current tools and processes, and build lasting client relationships.

Qualifications

• Strong experience with Jira Service Management and ITSM practices.
• ITIL-based processes and service management knowledge.
• 1

Responsibilities

• Lead engagements across the Jira Service Management lifecycle from discovery to implementation.
• Assess existing ITSM tools and processes and identify improvement opportunities.
• Design, configure and optimise Jira Service Management solutions including incident/change/asset/configuration/event management.
• Provide guidance, training and ongoing support while collaborating with global teams.

Skills

Jira Service Management

ITSM

ITIL 4 Foundation

Stakeholder management

Customer engagement

Education

ITIL 4 Foundation Certification

ACP-420 (adv ITIL/Atlassian)

Tools

Jira

Confluence

Bitbucket

Trello

Lansweeper

Job description

Introduction to Eficode

We're building the future of software development - driving innovation across Cloud, DevOps, Agile, Service Management, and AI-powered transformation. Our mission is to help organizations evolve into truly software-driven enterprises, empowering them to deliver faster, smarter, and more sustainably. We believe in changing the world by sharing our expertise and enabling teams to work better through modern technology and intelligent automation.

With more than 600 experts across 10 countries, Eficode brings together people from across the Nordics, continental Europe, the UK and the Americas. We're an Atlassian Platinum Partner, a two-time GitHub Partner of the Year in EMEA and an Azure Managed Service Provider.

Now, we're looking for an ITSM Solution Consultant to join our UK team and help customers transform their IT & Enterprise Service Management capabilities through Jira Service Management. Working with customers across the UK and internationally, you'll play a key role in designing innovative solutions, improving service delivery and helping organisations get the most from their Atlassian investments.

Role purpose

Are you passionate about helping organisations transform their IT Service Management capabilities? Do you enjoy combining technical expertise with strategic thinking to solve complex customer challenges?

We're looking for an ITSM Solution Consultant to join our UK team and play a key role in helping customers get the most out of Jira Service Management and their wider ITSM practices.

In this role, you'll act as a trusted advisor to customers, guiding them through their ITSM transformation journeys, from understanding their current challenges and identifying opportunities for improvement to designing, implementing and optimising solutions.

You'll work with a diverse range of UK and international customers, collaborating closely with our global team of Atlassian and ITSM specialists. It's an opportunity to take ownership of complex engagements, share your expertise and make a real impact on how organisations deliver and manage their services.

Role responsibilities

Your main responsibilities will include (but won't be limited to):

• Leading customer engagements across the Jira Service Management lifecycle, from discovery and solution design through to implementation and continuous improvement.

• Assessing customers' existing ITSM tools, processes and maturity, identifying opportunities to improve service delivery.

• Designing and configuring solutions, including incident management, change enablement, asset and configuration management, and event management.

• Translating business requirements into practical solutions, identifying operational risks and supporting implementation planning, testing and documentation.

• Providing ongoing technical guidance, training and support while collaborating with colleagues across Eficode's global teams.

Role requirements

We're looking for someone who combines technical expertise with a customer-focused mindset and a passion for solving complex challenges.

• At least 5 years' experience with Jira Service Management or a comparable ITSM platform, such as Freshservice or Zendesk.

• At least 3 years' experience in core ITSM practices, including incident management, change enablement, and asset and configuration management.

• ITIL 4 Foundation certification, alongside strong problem-solving, communication and stakeholder management skills.

• A collaborative, proactive approach and the confidence to advise customers, challenge assumptions and deliver meaningful results.

Desired skills and qualifications:

It would be an added bonus if you have:

• Atlassian ACP-420 certification or an advanced ITIL 4 Managing Professional qualification.

• Experience with other Atlassian products, such as Jira, Confluence, Bitbucket or Trello, and ecosystem tools such as Lansweeper.

• Knowledge of SaaS technologies and integrations, including SAML SSO.

What's in it for you?

• A collaborative, international environment, working with colleagues across multiple countries and functions

• Plenty of opportunity to learn, develop and grow your career as Eficode continues to evolve

• Annual training budget to support your professional development

• Flexible and remote working to support a healthy work-life balance

• 25 days' annual leave plus public holidays, with the option to purchase additional days

• Private healthcare, pension and enhanced parental leave

• Regular team socials, industry events and learning opportunities

To find out more about life at Eficode, click here.

Location

This will be a remote-first position, however will require visits to our Southampton office at least once a month.