05503 Senior Jira Service Management (JSM) Implementation Specialist

Cephas Consultancy Services Private Limited; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Benefits offered by this job

Competitive salary

Professional growth

On-site Bengaluru

Job summary

Cephas Consultancy Services Private Limited in Bengaluru, Karnataka is seeking a Senior Jira Service Management (JSM) Implementation Specialist to lead end-to-end ITSM transformation. You will configure JSM, design scalable solutions, and drive adoption across IT teams, ensuring alignment with ITIL practices.

Ideal candidates have 8–10 years in ITSM, 4+ years with Jira/JSM, hands-on configuration, and strong stakeholder management.

Qualifications

• 8-10 years of experience in ITSM/implementation.
• Hands-on Jira/JSM configuration experience.
• Strong knowledge of ITIL and service management practices.

Responsibilities

• Analyze requirements and design scalable JSM solutions.
• Lead hands-on JSM implementation and configuration.
• Design future-state ITSM processes and workflows.
• Establish governance standards and reusable components.
• Coordinate data migration, integrations, and reporting.
• Collaborate with multiple stakeholders to drive adoption.

Skills

ITSM

ITIL

Jira Service Management

Jira

Stakeholder management

UAT planning

Education

B.Tech

Tools

Jira Software

Confluence

Slack/Teams

Atlassian Assets/Insight

OKTA/Azure AD

Job description

About this position

Positions:2 Full Time
Experience
8 - 10 Years

Job Description

Experience Required:8-10 Years

Open Positions:1

Education Qualification:B.Tech

About the Role

We are seeking a talented and experienced Senior Jira Service Management (JSM) Implementation Specialistto lead end-to-end implementation and optimization of Jira Service Management solutions. This hands-on individual contributor role is responsible for translating business requirements into scalable ITSM solutions, configuring JSM, driving process transformation, supporting integrations and migrations, and ensuring successful adoption.

The Service Management Engineer will design, operate, and continuously improve IT Service Management (ITSM) processes, tools, and reporting. This role ensures IT services are delivered reliably, efficiently, and in alignment with business expectations, leveraging best practices such as ITIL and enabling platforms (e.g., JSM). You will act as a bridge between technical teams, service owners, and the business to drive service quality, transparency, and continual improvement.

The ideal candidate combines deep technical expertise in Jira Service Management with strong ITIL knowledge, stakeholder management skills, and experience delivering enterprise-scale ITSM implementations.

Key Responsibilities

Solution Design

• Analyze business requirements and design scalable JSM solutions aligned with organizational objectives
• Recommend JSM capabilities and best practices to meet business needs
• Design solution architecture for service projects, workflows, automation, portals, and integrations
• Review existing service management maturity and recommend improvements

JSM 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 matrices, escalation rules, SLAs, and governance mechanisms
• Ensure processes are practical, scalable, and easy for users to adopt

Governance & Standardization

• Establish JSM governance standards and configuration guidelines
• Promote configuration consistency and reusable solution components
• Ensure solution documentation remains current and accurate
• Ensure compliance with internal governance, audit, and regulatory requirements
• Champion standardization, quality controls, and service lifecycle discipline

Technical Implementation

• Work with technical teams on integrations between JSM and other systems (Jira Software, Confluence, Slack/Teams, email, monitoring tools, CMDB/Assets, identity tools, 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 collaboratively 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 and transparently
• 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 hyper-care support
• Track post-go-live issues and drive resolution
• Prepare user guides, admin documentation, training materials, and handover documents
• Support user training and adoption of JSM processes
• Configure dashboards, reports, queues, and SLA performance views
• Track adoption, ticket volumes, SLA compliance, backlog, aging, and process efficiency metrics
• Identify opportunities for automation, simplification, and process improvement
• Recommend JSM best practices and governance improvements

Required Experience

• 8+ yearsof experience in Service Management, technology implementation, process improvement, or business systems implementation
• 4+ yearsof 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

Mandatory Skills

• ITSM (IT Service Management)- Process design and implementation expertise
• ITIL- Knowledge of ITIL framework and best practices
• Service Management- Comprehensive understanding of service delivery and management
• JIRA Tool- Advanced proficiency in Jira Service Management configuration and administration

Required Technical Skills

• Jira Service Management configuration and customization
• Jira workflows, screens, fields, issue types, permissions, and schemes
• JSM portals, request types, queues, SLAs, approvals, and automations
• 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
• Atlassian certifications (ACP, ACE, or similar)
• ITIL, Agile, Scrum, PMP, or Lean Six Sigma certification
• Strong ownership mindset and accountability
• Hands-on execution and technical depth
• Ability to influence without direct authority
• Expertise in smooth UAT, go-live, and stabilization execution
• Excellence in documentation and knowledge handover
• Strong stakeholder management and feedback integration
• Demonstrated ability to improve process efficiency, control, adoption, and user experience

Project Name:SMP ITSM Implementation Support

What We Offer

• Opportunity to work on enterprise-scale ITSM implementations
• Hands-on role with significant technical and strategic impact
• Exposure to modern service management practices and tools
• Collaboration with diverse stakeholder groups and cross-functional teams
• Professional growth and continuous learning opportunities
• Competitive compensation package