Lead JSM Solution Architect

Role Overview

The Jira Service Management (JSM) Administrator -- Solution Architect is responsible for leading the design, configuration, and governance of enterprise service management solutions. This role combines hands-on JSM administration with solution architecture and advisory responsibilities, ensuring service operations are scalable, efficient, and aligned with ITSM best practices. The position serves as a trusted advisor to IT and business stakeholders, translating service requirements into practical, sustainable Jira Service Management solutions.

Key Responsibilities

Jira Service Management Administration

• Administer and maintain Jira Service Management projects, portals, workflows, queues, and request types
• Configure and optimize SLAs, automations, notifications, and permissions
• Manage roles and access for agents, customers, and stakeholders
• Ensure platform stability, performance, and licensing compliance
• Support ITSM processes including Incident, Request, Problem, Change, and Knowledge Management

Solution Architecture & Design

• Design scalable Jira Service Management solutions aligned with ITSM best practices
• Architect intuitive service portals and request catalogs
• Define reusable standards, templates, and configuration patterns
• Evaluate and recommend Jira native capabilities, marketplace applications, and enterprise integrations
• Translate business and service requirements into maintainable JSM configurations

Process Enablement & ITSM Maturity

• Drive adoption of mature ITSM practices within Jira
• Advise on service design, prioritization models, escalation paths, and approval workflows
• Optimize workflows and automations to support continuous improvement
• Support integrations with monitoring tools, identity systems, and CMDB or asset platforms

Reporting & Analytics

• Design dashboards and reports to support operational and leadership visibility
• Track and report on SLA performance, service demand trends, and service health metrics
• Ensure auditability and traceability across service workflows

Stakeholder Engagement & Enablement

• Serve as the Jira Service Management subject matter expert across the organization
• Lead requirements gathering sessions and solution design workshops
• Provide training, documentation, and ongoing support to service owners and users
• Balance flexibility, usability, and governance to drive adoption

Required Qualifications

• Strong hands-on experience administering Jira Service Management
• Proven experience designing and implementing ITSM processes within JSM
• Deep expertise configuring workflows, SLAs, queues, automations, and service portals
• Ability to translate business and service requirements into scalable technical solutions
• Strong communication skills with both technical and non-technical stakeholders
• Experience supporting enterprise or multi-team service environments

Preferred Qualifications

• Atlassian certifications related to Jira or Jira Service Management
• ITIL knowledge or practical ITSM experience
• Experience working with CMDB or asset management solutions
• Experience with advanced automation rules and JSM reporting capabilities
• Experience supporting Jira Service Management Cloud or Data Center environments
• Consulting or client-facing experience

Core Skills & Attributes

• Strong architectural and system design mindset
• Hands-on, delivery-focused approach
• Ability to operate as both lead developer and solution advisor
• Strong stakeholder management and facilitation skills
• Attention to governance, scalability, and long-term maintainability

Benefits

• Competitive salary
• Location 100% Remote

Experience Level

• Senior Level