Mandatory Skills
ITSM,ITIL,Service Management,JIRA Tool

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 robust 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

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