Mandatory Skills

ITSM,ITIL,Service Management,JIRA Tool

Job Description

The Service Management Engineer is responsible for the design, operation, and continuous improvement of IT Service Management (ITSM) processes, tools, and reporting. This role ensures IT services are delivered reliably, efficiently, and in alignment with business expectations, leveraging best practices such as ITIL and enabling platforms (e.g., JSM). The engineer acts as a bridge between technical teams, service owners, and the business to drive service quality, transparency, and continual improvement.

We are seeking a Senior Jira Service Management (JSM) Implementation Specialist to lead end-to-end implementation and optimization of Jira Service Management solutions. This hands-on individual contributor role is responsible for translating business requirements into scalable ITSM solutions, configuring JSM, driving process transformation, supporting integrations and migrations, and ensuring successful adoption. The ideal candidate combines deep technical expertise in Jira Service Management with strong ITIL knowledge, stakeholder management skills, and experience delivering enterprise-scale ITSM implementations.

Education Qualificaiton

B.tech

Job Title

Senior Jira Service Management (JSM) Implementation Specialist

Roles & Responsibilities

Solution Design

- Analyze business requirements and design scalable JSM solutions.
- Recommend JSM capabilities and best practices aligned with business objectives.
- Design solution architecture for service projects, workflows, automation, portals, and integrations.
- Review existing service management maturity and recommend improvements.

JSM (Jira Service Management) Implementation & Configuration

- Lead hands-on implementation and configuration of Jira Service Management.
- Configure projects, request types, issue types, workflows, screens, fields, queues, SLAs, approvals, and notifications.
- Set up customer portals, service desks, knowledge base integration, and forms.
- Configure automation rules to improve efficiency and reduce manual effort.
- Ensure JSM configuration aligns with business requirements and operational processes.

Process Design & ITSM Alignment

- Analyze current support and service management processes.
- Design future-state processes for incident, request, problem, change, asset, and knowledge management.




- Translate process requirements into JSM workflows and configurations.
- Define SOPs, process maps, RACI, escalation rules, SLAs, and governance mechanisms.
- Ensure processes are practical, scalable, and easy for users to adopt.
- Ensure compliance with internal governance, audit, and regulatory requirements
- Champion standardization, quality controls, and service lifecycle discipline
- Establish JSM governance standards and configuration guidelines.
- Promote configuration consistency and reusable solution components.
- Ensure solution documentation remains current.

Technical Implementation

- Work with technical teams on integrations between JSM and other systems.
- Support integration with tools such as Jira Software, Confluence, Slack/Teams, email, monitoring tools, CMDB/Assets, identity tools, and reporting platforms.
- Support data migration, field mapping, workflow migration, and legacy tool transition.
- Troubleshoot configuration, permission, automation, and workflow issues.
- Ensure solution quality, security, scalability, and maintainability.

Stakeholder Coordination

- Work with IT, operations, business teams, service owners, support teams, vendors, and leadership stakeholders.
- Conduct requirement workshops and process design discussions.
- Convert business needs into JSM configuration specifications.
- Communicate progress, risks, blockers, and decisions clearly.
- Influence stakeholders without direct authority to drive implementation closure.

Testing, Go-Live & Adoption

- Prepare test scenarios, UAT scripts, acceptance criteria, and validation plans.
- Coordinate UAT with business and service teams.
- Support cutover planning, go-live execution, rollback planning, and hypercare.
- Track post-go-live issues and drive resolution.
- Prepare user guides, admin documentation, training material, and handover documents.
- Support user training and adoption of JSM processes.

Reporting & Continuous Improvement

- Configure dashboards, reports, queues,



and SLA performance views.
- Track adoption, ticket volumes, SLA compliance, backlog, aging, and process efficiency.
- Identify opportunities for automation, simplification, and process improvement.
- Recommend JSM best practices and governance improvements.

Required Experience

- 8+ years of experience in Service Management, technology implementation, process improvement or business systems implementation.
- 4+ years of hands-on experience with Jira Service Management / Jira / Atlassian tools.
- Strong experience configuring JSM workflows, SLAs, queues, request types, automations, permissions, and notifications.
- Experience implementing ITSM processes such as incident, request, change, problem, knowledge, and asset management.
- Experience working as an individual contributor in complex cross-functional initiatives.
- Ability to independently manage requirements, implementation planning, testing, go-live, and stabilization.
- Strong communication, documentation, and stakeholder management skills.

Required Skills

- Jira Service Management configuration.
- Jira workflows, screens, fields, issue types, permissions, and schemes.
- JSM portals, request types, queues, SLAs, approvals, and automations.
- ITSM process knowledge.
- Requirements gathering and process mapping.
- UAT planning and defect tracking.
- Data migration and integration coordination.
- Reporting and dashboard creation.
- Documentation, training, and adoption support.
- Risk, issue, and dependency management.

Preferred Skills

- Atlassian Cloud and/or Data Center experience.
- Experience with Atlassian Assets / Insight CMDB.
- Experience integrating JSM with Confluence, Jira Software, Bitbucket, Slack, Teams, Okta/Azure AD, ServiceNow, monitoring tools, or email systems.
- Experience with marketplace apps such as ScriptRunner, Automation for Jira, Tempo, eazyBI, Xray, Refined, or similar.
- Knowledge of ITIL practices.
- Atlassian certifications are preferred.
- ITIL, Agile, Scrum, PMP, or Lean Six Sigma certification is a plus.

Key Competencies

- Robust ownership mindset.
- Hands-on execution.
- Ability to influence without authority.
- Smooth UAT, go-live, and stabilization.
- High quality documentation and handover.
- Strong stakeholder feedback.
- Improved process efficiency, control, adoption, or user experience.

📌 Senior Jira Service Management (JSM) Implementation Specialist (Bengaluru)
🏢 Sonata Software
📍 Bengaluru