:

We are looking for a skilled Jira Service Management (JSM) Consultant with strong expertise in ITSM workflow automation and Microsoft ecosystem integration. The ideal candidate should have hands-on experience with Jira Service Management Cloud, Power Automate or Logic Apps, and SharePoint Online.

The consultant will be responsible for designing and implementing a scalable support operations platform, including workflows, automation, integrations, SLA management, dashboards, and knowledge management.

Key Responsibilities :

- Design and configure Jira Service Management projects, workflows, forms, queues, and SLA logic.
- Develop custom automation rules and escalation workflows for P1 and non-P1 incidents.
- Integrate JSM with :

1.

Microsoft Power

Automate / Logic Apps

- SharePoint Online (SPO) for Knowledge Base search, referencing, and linking
- Microsoft 365 / Outlook for email parsing and automated triggers

4.

Microsoft

Teams and other M365 components

- Configure ITIL-aligned request types including Incident, Service Request, and Change.
- Implement change approval workflows and automated routing.
- Define SLA timers, escalation matrices, and skill-based routing.
- Create real-time dashboards for ticket trends, SLA performance, and team productivity using JQL.
- Configure secure access controls, roles, and permission schemes.




- Develop reusable workflows and templates for future client implementations.
- Prepare technical documentation, SOPs, and operational runbooks.
- Conduct JSM onboarding and training for internal teams.
- Support troubleshooting, optimization, and continuous improvement of JSM workflows.

Mandatory Skills :

- Jira Service Management Cloud (3+ years)
- Power Automate or Microsoft Logic Apps
- SharePoint Online (SPO) integration
- JQL
- JSM workflows and automation
- Custom fields and dynamic forms
- SLA configuration and metrics
- Queue design
- ITSM / ITIL practices
- Microsoft Ecosystem
- Microsoft 365
- SharePoint Online

3.

Exchange

Online

4.

Microsoft

Teams

5.

Power

Automate / Logic Apps

- Outlook integrations

Good to Have :

- Managed services workplace experience
- ITIL certification
- Jira Administration experience
- REST API integrations
- Knowledge Base implementation
- Experience designing reusable ITSM templates

Preferred Candidate Profile :

- Strong hands-on experience configuring JSM Cloud.
- Proven ability to integrate Jira with the Microsoft ecosystem.
- Strong understanding of ITSM processes and ITIL practices.
- Excellent analytical and problem-solving skills.
- Strong documentation, training, and stakeholder-management capabilities.
- Ability to work independently and deliver scalable automation solutions.

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