Title: Senior Jira Service Management (JSM) Implementation Specialist

Location: Bangalore

Exp: 8-10yrs

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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.
- Robust 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

- Strong 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)
🏢 NR Consulting
📍 Bengaluru