We are seeking a highly skilled Jira Service Management (JSM) Consultant with expertise in ITSM workflow automation and Microsoft ecosystem integration, especially Power Automate or Logic Apps, to implement a fully functional support operations platform. The consultant will be responsible for configuring scalable workflows, automation, and integrating JSM with SharePoint Online (SPO) as the internal Knowledge Base

Key Responsibilities:
Design and implement Jira Service Management projects, workflows, forms, queues, and SLA logic
Develop custom automation rules and escalation flows aligned to P1/non-P1 severity
Integrate JSM with:
Microsoft Power Automate or Logic Apps
SharePoint Online (SPO) for Knowledge Base search, referencing, and linking
Outlook/M365 components (e.g. email parsing, BC triggers)
Create ITIL-aligned request types (Incident, Request, Change) and change approval flows
Define SLA timers, escalation matrices, and skill-based routing logic




Implement real-time dashboards for ticket trends, SLAs, and team performance (JQL)
Set up secure access controls and permission schemes for various user roles
Conduct handover documentation, SOP creation, and JSM onboarding for internal staff
Build reusable workflows/templates for rapid replication in future client setups

Requirements:
3+ years of experience configuring Jira Service Management (Cloud)
Must have experience building Power Automate or Logic Apps flows
Robust experience integrating JSM with SharePoint Online (SPO)
Valuable understanding of Microsoft 365 stack (Exchange Online, SharePoint, Teams)
Proficient in JQL, custom fields, energetic forms, SLA metrics, and queue design
Familiarity with ITIL practices and managed services environments
Excellent documentation and training ability

📌 Jira Service Management Jsm Consultant Noida (India)
🏢 Sanganan IT Solutions
📍 India