Information Technology Service Management Consultant

We are seeking an experienced ITSM Lead to lead the implementation, optimization, and governance of IT Service Management processes. The ideal candidate will have strong expertise in ITIL best practices
, Jira Service Management (JSM), and ITSM process transformation.

Experience with
ITSM migration projects
, including migrating from legacy service management platforms to Jira Service Management, is highly preferred.

• Lead the implementation and continuous improvement of ITSM processes aligned with ITIL best practices.
• Drive the migration from legacy ITSM platforms (e.g., Prolin, Service Now, BMC Remedy, Cherwell, etc.) to Jira Service Management (JSM).
• Design and configure Jira Service Management workflows, request types, SLAs, approvals, automations, and service catalogs.
• Partner with business stakeholders, infrastructure, application, and support teams to gather and document requirements.
• Define and maintain ITSM governance, policies, standards, and operational procedures.
• Lead Incident, Problem, Change, Request, and Knowledge Management processes.
• Develop dashboards, KPIs, and service metrics to measure operational performance and SLA compliance.
• Collaborate with Agile, Dev Ops, and engineering teams to streamline service delivery.
• Coordinate testing, user acceptance testing (UAT), training, and production deployment activities.
• Mentor ITSM administrators and support teams while providing technical leadership.
• Identify opportunities for automation and process optimization.

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 8+ years of experience in IT Service Management.
• 3+ years of experience implementing or administering Jira Service Management (JSM).
• Strong knowledge of ITIL v3/v4 frameworks and best practices.
• Experience leading ITSM transformation or migration projects.
• Hands‑on experience configuring Jira workflows, queues, request types, SLAs, automation rules, and integrations.
• Experience with Incident, Problem, Change, Asset, Knowledge, and Service Request Management.
• Strong stakeholder management and communication skills.
• Excellent analytical, troubleshooting, and problem‑solving abilities.

• ITIL Foundation or ITIL 4 Managing Professional certification.
• Atlassian Certified Professional (ACP) or Jira Administration certification.
• Experience integrating Jira with Confluence, Bitbucket, Azure Dev Ops, or other enterprise tools.
• Experience with scripting or automation using REST APIs, Power Shell, Groovy, or Python.
• Experience working in Agile/Scrum environments.
• Experience in cloud platforms such as AWS, Azure, or GCP.

• ITIL v3 / ITIL 4
• Incident, Problem, Change & Release Management
• SLA & KPI Management
• CMDB / Asset Management
• Workflow Design & Automation
• REST APIs
• Confluence
• Agile / Scrum

• ITSM platform migration projects.
• Enterprise IT Operations and Service Delivery.
• Financial Services, Insurance, Healthcare, or other regulated industries.

• Strong leadership and mentoring skills.
• Excellent communication and stakeholder management.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strategic thinking with a focus on operational excellence.
• Strong documentation and presentation skills.