Job Role: Senior Jira Service Management (JSM) Implementation Specialist

Job Location: Bangalore

Notice Period: Immediate to 30days

Mandatory Skills: ITIL, Jira, Jira Service Management, Service Level Management

Who we are:

At UST, we help the world’s best organizations grow and succeed through transformation. Bringing together the right talent, tools, and ideas, we work with our client to co-create lasting change. Together, with over 30,000 employees in 30+ countries, we build for boundless impact—touching billions of lives in the process. Visit us at UST.com.

Summary:

We are looking for a highly skilled Senior Jira Service Management (JSM) Implementation Specialist to lead enterprise-scale ITSM transformation initiatives. The ideal candidate will possess deep expertise in Jira Service Management (JSM), ITIL, Service Management processes, and Atlassian tools. This role will be responsible for designing, implementing, optimizing, and governing JSM solutions to improve service delivery, operational efficiency, and user experience across the organization.

The Opportunity:

Key Responsibilities

- Lead end-to-end implementation and configuration of Jira Service Management solutions.
- Analyze business requirements and translate them into scalable ITSM and JSM workflows.
- Design and configure service desks, request types, workflows, SLAs, approvals, automations, queues, and customer portals.
- Implement and optimize ITSM processes including Incident, Request, Change, Problem, Knowledge, and Asset Management.
- Collaborate with business stakeholders, service owners, operations teams, and leadership to drive service transformation initiatives.
- Support integrations with Jira Software, Confluence, Microsoft Teams, Slack, CMDB, monitoring tools, and identity management platforms.
- Manage UAT, go-live, hypercare, adoption, and stabilization activities.
- Develop dashboards, reports, KPI tracking,



and SLA performance metrics.
- Establish governance standards, configuration guidelines, and best practices.
- Drive continuous service improvement through automation, process optimization, and operational excellence.

What you need:

Required Skills:

- Strong expertise in Jira Service Management (JSM) implementation, configuration, and administration
- Hands-on experience in ITSM process design and ITIL-based Service Management practices
- Proficiency in Jira workflows, SLAs, request types, queues, automations, permissions, and service portals
- Experience with requirements gathering, process mapping, stakeholder management, and solution delivery
- Strong knowledge of reporting, dashboard creation, UAT, go-live support, and service governance
- Experience integrating JSM with Atlassian ecosystem tools and enterprise applications

Desired Skills:

- Atlassian Cloud and/or Data Center administration experience
- Atlassian Assets (Insight CMDB) implementation experience
- Integration experience with Confluence, Jira Software, ServiceNow, Teams, Slack, Okta, Azure AD, and monitoring tools
- Experience with ScriptRunner, Tempo, eazyBI, Xray, Refined, or similar marketplace applications
- ITIL Certification and Atlassian Certifications
- Agile, Scrum, PMP, or Lean Six Sigma certifications
- Process automation and workflow optimization expertise
- Change Management and Service Governance experience

Qualification:

- Bachelor's Degree in Engineering, Technology, Computer Science, or related field.




- 8-10 years of experience in IT Service Management, Process Transformation, or Technology Implementations.
- Minimum 4+ years of hands-on Jira Service Management / Atlassian experience.
- Proven experience leading complex enterprise-scale JSM implementations.
- Strong communication, stakeholder management, documentation, and problem-solving skills.

What we believe:

We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion and to place people at the centre of everything we do.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honour our commitments and act with responsibility in all our relationships.

Equal Employment Prospect Statement

UST is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

• To support and promote the values of UST.

• Comply with all Company policies and procedures

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