Atlassian Senior Consultant - ITSM/ESM Practice

Valiantys; United States; Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Meal vouchers

Health insurance for you and family

Equipment choice (PC or Mac)

Flexible remote work policy

International environment

Job summary

Valiantys is seeking a Senior Solution Consultant – ITSM to help customers translate business and service management challenges into scalable solutions built on Atlassian tools and best practices.

You will lead discovery, design and delivery while collaborating with Technical Consultants, Architects, Project Managers, and Sales to ensure feasible, measurable outcomes across ITSM domains.

Qualifications

• Significant experience in ITSM consulting, solution consulting, or service management transformation.
• Strong knowledge of Jira Service Management and the Atlassian ecosystem.
• Demonstrated experience leading customer discovery, requirements, and solution design workshops.
• Strong understanding of ITSM practices, including incident, request, problem, change, knowledge, asset and configuration management.
• Experience translating complex business requirements into practical solution designs and implementation recommendations.
• Experience producing high-quality customer-facing solution documentation, process maps, requirements, and acceptance criteria.
• Ability to balance customer expectations, business outcomes, platform capabilities, technical constraints, and delivery realities.
• Experience collaborating with technical consultants, architects, project managers, and commercial teams.
• Experience mentoring or supporting the development of less experienced consultants.
• Atlassian and/or ITIL certifications are a plus.

Responsibilities

• Lead discovery and scoping workshops to understand objectives, pain points, processes, constraints, maturity, and desired outcomes.
• Translate requirements into solution themes, priorities, success measures, and implementation considerations.
• Design scalable ITSM solutions leveraging Jira Service Management and the broader Atlassian ecosystem.
• Produce clear deliverables including discovery outputs, current-state and future-state process maps, Solution Design Documents, requirements, acceptance criteria, decision logs, and requirements traceability.
• Document assumptions, dependencies, design decisions, trade-offs, and unresolved questions to maintain a shared understanding of the solution.
• Collaborate with Technical Consultants and Technical Architects to validate feasibility, scalability, integrations, automation, reporting, and platform constraints.
• Own the solution intent throughout the project lifecycle, ensuring requirements, design decisions, acceptance criteria, and business outcomes remain visible during delivery.
• Support delivery teams by clarifying business context, requirements, design rationale, and customer priorities when questions or trade-offs arise.
• Facilitate solution checkpoints, design reviews, and working sessions with business and technical stakeholders.
• Partner with Project Managers and Technical Leads to maintain alignment between the approved solution design and delivered outcomes.
• Help ensure solutions remain appropriate for the customer’s maturity, constraints, and stated success measures.
• Support pre-sales activities with discovery insights, solution recommendations, effort assumptions, delivery considerations, and scope clarification.
• Contribute to proposals and Statements of Work where solution design, assumptions, acceptance criteria, dependencies, or delivery risks need to be clarified.
• Identify gaps, risks, dependencies, and scope boundaries before opportunities transition into delivery.
• Build and maintain trusted customer relationships throughout the engagement lifecycle.
• Identify opportunities for optimization, expansion, or follow-on advisory work and collaborate with the appropriate Sales or Engagement owner.
• Mentor Consultants on discovery, advisory practices, solution documentation, and customer-facing communication.
• Contribute to internal playbooks, discovery frameworks, reusable ITSM solution assets, process maps, and delivery templates.
• Share knowledge and leading practices across the Solution Consulting and wider Delivery teams.
• Use approved AI tools responsibly to accelerate analysis, documentation, synthesis, quality review, and knowledge reuse while ensuring outputs remain accurate and customer-specific.
• Stay current with developments across the Atlassian ecosystem and trends in ITSM, ESM, Agile, Work Management, automation, reporting, and enterprise collaboration.
• Maintain and develop your expertise through continuous learning and relevant certifications.

Skills

ITSM consulting

Solution consulting

Client discovery

Stakeholder management

Mentoring

Communication

Tools

Jira Service Management

Atlassian ecosystem

Job description

About Valiantys

Valiantys helps organizations transform how work gets done across the enterprise, leading with transformation consulting, enterprise service management (ESM), and engineering productivity. By combining deep process expertise with modern collaboration, automation, and value stream practices, Valiantys enables business, IT, and product teams to design connected, efficient, and human-centered ways of working. With a strong focus on the modern workforce, the company helps customers reimagine service delivery beyond IT, streamline cross-functional workflows, and improve flow and throughput for engineering teams. For more information, visit https://valiantys.com.

Job Summary

As a Senior Solution Consultant – ITSM, you will act as a trusted advisor to our customers, helping them translate business and service management challenges into practical, scalable solutions built on Atlassian tools and industry best practices.

You will lead discovery and solution design, guide customers through ITSM transformation, and own the solution intent throughout delivery. Working closely with Technical Consultants, Technical Architects, Project Managers, Engagement Managers, and Sales, you will ensure solutions remain feasible, aligned with customer needs, and focused on measurable outcomes.

What You’ll Be Working On

Discover & Advise

• Lead discovery and scoping workshops to understand customer objectives, pain points, processes, constraints, maturity, and desired outcomes
• Analyze and challenge existing service management processes and recommend practical improvements based on ITSM and Atlassian leading practices
• Translate customer requirements into solution themes, priorities, success measures, and implementation considerations
• Advise customers across ITSM practices such as incident, request, problem, change, knowledge, asset and configuration management, service portals, and service operations
• Facilitate conversations with business and technical stakeholders and identify where additional specialist expertise is required

Design & Shape Solutions

• Translate business needs into high-level solution designs, roadmaps, configuration blueprints, and implementation-ready recommendations
• Design scalable ITSM solutions leveraging Jira Service Management and the broader Atlassian ecosystem
• Produce clear deliverables including discovery outputs, current-state and future-state process maps, Solution Design Documents, requirements, acceptance criteria, decision logs, and requirements traceability
• Document assumptions, dependencies, design decisions, trade-offs, and unresolved questions to maintain a shared understanding of the solution
• Collaborate with Technical Consultants and Technical Architects to validate feasibility, scalability, integrations, automation, reporting, and platform constraints

Own & Guide Delivery

• Own the solution intent throughout the project lifecycle, ensuring requirements, design decisions, acceptance criteria, and business outcomes remain visible during delivery
• Support delivery teams by clarifying business context, requirements, design rationale, and customer priorities when questions or trade-offs arise
• Facilitate solution checkpoints, design reviews, and working sessions with business and technical stakeholders
• Partner with Project Managers and Technical Leads to maintain alignment between the approved solution design and delivered outcomes
• Help ensure solutions remain appropriate for the customer’s maturity, constraints, and stated success measures

Support Pre-Sales & Client Growth

• Support pre-sales activities with discovery insights, solution recommendations, effort assumptions, delivery considerations, and scope clarification
• Contribute to proposals and Statements of Work where solution design, assumptions, acceptance criteria, dependencies, or delivery risks need to be clarified
• Identify gaps, risks, dependencies, and scope boundaries before opportunities transition into delivery
• Build and maintain trusted customer relationships throughout the engagement lifecycle
• Identify opportunities for optimization, expansion, or follow-on advisory work and collaborate with the appropriate Sales or Engagement owner

Contribute & Grow

• Mentor Consultants on discovery, advisory practices, solution documentation, and customer-facing communication
• Contribute to internal playbooks, discovery frameworks, reusable ITSM solution assets, process maps, and delivery templates
• Share knowledge and leading practices across the Solution Consulting and wider Delivery teams
• Use approved AI tools responsibly to accelerate analysis, documentation, synthesis, quality review, and knowledge reuse while ensuring outputs remain accurate and customer-specific
• Stay current with developments across the Atlassian ecosystem and trends in ITSM, ESM, Agile, Work Management, automation, reporting, and enterprise collaboration
• Maintain and develop your expertise through continuous learning and relevant certifications

Do You Have What It Takes?

To succeed in this role, you bring:

• Significant experience in ITSM consulting, solution consulting, or service management transformation
• Strong knowledge of Jira Service Management and the Atlassian ecosystem
• Demonstrated experience leading customer discovery, requirements, and solution design workshops
• Strong understanding of ITSM practices, including incident, request, problem, change, knowledge, asset and configuration management
• Experience translating complex business requirements into practical solution designs and implementation recommendations
• Experience producing high-quality customer-facing solution documentation, process maps, requirements, and acceptance criteria
• Ability to balance customer expectations, business outcomes, platform capabilities, technical constraints, and delivery realities
• Experience collaborating with technical consultants, architects, project managers, and commercial teams
• Experience mentoring or supporting the development of less experienced consultants
• Atlassian and/or ITIL certifications are a plus

Your strengths

• Strong analytical and problem-solving skills
• Excellent facilitation, communication, and stakeholder management abilities
• Ability to engage confidently with both business and technical stakeholders
• Consultative mindset with the ability to challenge constructively and influence decisions
• Ability to simplify complex requirements and turn them into clear, actionable solutions
• Strong sense of ownership while working collaboratively across multidisciplinary teams
• Proactive and pragmatic approach to solving customer challenges
• Attention to detail and commitment to high-quality deliverables
• Customer-focused approach with a strong orientation toward measurable outcomes
• Ability to mentor and support the growth of other consultants

Why Join Valiantys?

At Valiantys, our people are at the heart of everything we do. We are committed to creating an environment where you can grow, lead, and make an impact.

Meaning : Drive strategic transformation projects and influence outcomes
Learning : Continuous development through training, certifications, and communities
Flexibility : Hybrid work model supporting work-life balance

Additional benefits:

• International and multicultural environment
• Flexible remote work policy
• Meal vouchers
• 100% covered health insurance (for you and your family)
• Choice of equipment (PC or Mac)
• Supportive and collaborative culture

Valiantys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to personal background, identity, or beliefs.