Job Description & How to Apply Below
Location: Bengaluru
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 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.
Repor…
Position Requirements
10+ Years
work experience
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