Senior Atlassian ITSM & ESM Solutions Consultant

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

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.