Senior JSM Platform Architect - Remote, Enterprise ITSM

Elevait Solutions LLC; United States; Remote; USD 96,000 - 165,000; Full time

Job summary

Elevait Solutions LLC in the United States seeks a Senior Atlassian Cloud JSM administrator to own and govern a regulated JSM environment for a gene therapy leader. You will translate complex business needs into auditable ITSM configurations across incident, problem, change, and asset management.

This hands-on, strategic role requires strong collaboration, secure design, and the ability to optimize workflows, integrations, and reporting while ensuring compliance with regulatory controls.

Qualifications

• 5+ years of enterprise‑level JSM or Jira administration on Atlassian Cloud.
• Proven ITIL‑aligned ITSM configuration and platform engineering experience.
• Strong hands‑on skills designing workflows, custom fields, automations, SLAs, permissions, and asset management.
• Experience simplifying complex Jira/ITSM environments in regulated settings.
• Excellent communication with diverse stakeholders.

Responsibilities

• Administer, govern, and standardize Atlassian Cloud JSM platform with secure, auditable operations.
• Rationalize and optimize request types, workflows, automations, queues, and projects without disruption.
• Design and implement a clear IT service catalog with dynamic forms for routing, approvals, fulfillment, and audit evidence.
• Configure Incident and Major Incident Management, including escalation paths and post‑incident reviews.
• Develop Problem Management workflows for root cause analysis and known errors.
• Implement Change Management models with risk‑based approvals, change calendars, and controlled changes.
• Set up governed queues, resolver groups, and deterministic routing to streamline operations.
• Integrate JSM with Confluence, Microsoft Entra ID, Microsoft 365, Teams, and reporting platforms.
• Design and maintain Jira Assets schemas and CMDB configurations.
• Build SLA rules, dashboards, and a continual improvement backlog; assess readiness for virtual agent automation.

Skills

Jira Service Management

Atlassian Cloud

ITSM

ITIL

JQL

Automation

Workflows

Asset/CMDB modeling

Confluence

Microsoft Entra ID

Power BI

APIs

Webhooks

Audit controls

Tools

Confluence

Power BI

APIs

Webhooks

Job description

Elevait Solutions LLC in the United States seeks a Senior Atlassian Cloud JSM administrator to own and govern a regulated JSM environment for a gene therapy leader. You will translate complex business needs into auditable ITSM configurations across incident, problem, change, and asset management.

This hands-on, strategic role requires strong collaboration, secure design, and the ability to optimize workflows, integrations, and reporting while ensuring compliance with regulatory controls.