Atlassian Senior Consultant - ITSM​/ESM Practice

About Valiantys

Valiantys helps organizations transform how work gets done across the enterprise, leading with transformation consulting, enterprise service management (ESM), and engineering productivity. By combining deep process expertise with modern collaboration, automation, and value stream practices, Valiantys enables business, IT, and product teams to design connected, efficient, and human-centered ways of working. With a strong focus on the modern workforce, the company helps customers reimagine service delivery beyond IT, streamline cross-functional workflows, and improve flow and throughput for engineering teams.

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As a Senior Solution Consultant – ITSM, you will act as a trusted advisor to our customers, helping them translate business and service management challenges into practical, scalable solutions built on Atlassian tools and industry best practices.

You will lead discovery and solution design, guide customers through ITSM transformation, and own the solution intent throughout delivery. Working closely with Technical Consultants, Technical Architects, Project Managers, Engagement Managers, and Sales, you will ensure solutions remain feasible, aligned with customer needs, and focused on measurable outcomes.

• Lead discovery and scoping workshops to understand customer objectives, pain points, processes, constraints, maturity, and desired outcomes
• Analyze and challenge existing service management processes and recommend practical improvements based on ITSM and Atlassian leading practices
• Translate customer requirements into solution themes, priorities, success measures, and implementation considerations
• Advise customers across ITSM practices such as incident, request, problem, change, knowledge, asset and configuration management, service portals, and service operations
• Facilitate conversations with business and technical stakeholders and identify where additional specialist expertise is required

• Translate business needs into high-level solution designs, roadmaps, configuration blueprints, and implementation-ready recommendations
• Design scalable ITSM solutions leveraging Jira Service Management and the broader Atlassian ecosystem
• Produce clear deliverables including discovery outputs, current-state and future-state process maps, Solution Design Documents, requirements, acceptance criteria, decision logs, and requirements traceability
• Document assumptions, dependencies, design decisions, trade-offs, and unresolved questions to maintain a shared understanding of the solution
• Collaborate with Technical Consultants and Technical Architects to validate feasibility, scalability, integrations, automation, reporting, and platform constraints

• Own the solution intent throughout the project lifecycle, ensuring requirements, design decisions, acceptance criteria, and business outcomes remain visible during delivery
• Support delivery teams by clarifying business context, requirements, design rationale, and customer priorities when questions or trade-offs arise
• Facilitate solution checkpoints, design reviews, and working sessions with business and technical stakeholders
• Partner with Project Managers and Technical Leads to maintain alignment between the approved solution design and delivered outcomes
• Help ensure solutions remain appropriate for the customer’s maturity, constraints, and stated success measures

• Support pre‑sales activities with discovery insights, solution recommendations, effort assumptions, delivery considerations, and scope clarification
• Contribute to proposals and Statements of Work where solution design, assumptions, acceptance criteria, dependencies, or delivery risks need to be clarified
• Identify gaps, risks, dependencies, and scope boundaries before opportunities transition into delivery
• Build and maintain trusted customer relationships throughout the engagement lifecycle
• Identify opportunities for optimization, expansion, or follow‑on advisory work and collaborate with the appropriate Sales or Engagement owner

• Mentor…