JSMImplementation Expert - Manager
Minimum 6-8years' experience in leading teams and implementing ITSM processes and tools, provide strategic guidance to clients on the Atlassian tooling landscape.
Serve as a trusted advisor to business and technology leaders to architect, mobilize, and launch delivery constructs to execute ITSM Transformation Journey with our clients.
Apply a cross-enterprise perspective spanning across both business and technology stakeholders, with ability to work through ambiguity to pursue a consistent transformation vision as well as understand, articulate and resolve key dependencies. Apply expertise in strategic analysis, business architecture, process architecture, organizational change management, value analysis program/project management and stakeholder management.
Lead Go-to-market initiatives for Atlassian suite of tools in various geographies to increase market penetration and adoption across clients and industries.
Lead Jira Service Management (JSM) Implementation, driving the end-to-end implementation of Atlassian Jira Service Management, including requirements gathering, solution design, configuration, testing, and deployment.
Manage Implementation Projects. Plan and execute implementation projects, including defining project scope, timelines, and resource requirements, managing project budgets, identify and mitigate risks early, and ensuring timely delivery of project milestones.
Engage with stakeholders across various domains to collect and assess business needs for configuring and setting up JSM. Gain insights into processes, workflows, and challenges to devise efficient solutions.
Understand complex IT Service Management ecosystems and execute the IT process configuration as per the standard ITIL best practices.Develop and maintain ITSM policies, processes, and procedures as per industry best practices and standards.
Take the lead in configuring and tailoring Jira Service Management to harmonize with service delivery procedures and industry best practices.
Guide teams to customize request types, queues, SLA definitions, automation rules, issue types, workflows, screens, permissions, dashboards, and notification schemes to enhance service operations.
Devise customized workflows within Jira Service Management in-line with client organization needs to accommodate service lifecycle phases and expedite the resolution of incidents, requests, and changes.
Develop and deploy JSM workflows that mirror the organization's project management methodologies, be it Agile, Scrum, Kanban.
Develop training materials and deliver training sessions to effectively familiarize the users with JSM. Provide continuous assistance, troubleshooting, and guidance to users to enhance productivity and user adoption.
Administer and update the service catalog in Jira Service Management, encompassing service offerings, SLAs, and service request forms.
Integrate with other systems. Configure integrations between Jira Service Management and other systems and tools, such as CRM, monitoring tools, and collaboration platforms, to enable seamless information exchange and process automation.
Develop and maintain CMDB/ Asset Managementpolicies, processes, and procedures, including data normalization and reconciliation processes. Collaborate with IT teams to integrate CMDB data with JSM system.
Integrate automation rules and interfaces within Jira Service Management to streamline service delivery workflows, bolster response times, and elevate user satisfaction.
Execute comprehensive testing of Jira Service Management configurations to guarantee functionality, user-friendliness, and alignment with service management norms. Rectify any identified issues or inconsistencies.
Monitor essential performance indicators (KPIs) associated with service delivery within Jira Service Management. Produce reports and dashboards to monitor service performance, SLA adherence, and user contentment.
Develop and uphold comprehensive documentation of Jira Service Management setups, configurations, comprising workflows, automation rules, and integrations.
Remain abreast of new features, updates, and industry best practices pertinent to JSM configuration and project management. Identify opportunities for optimization and improvement to foster continuous enhancement in JSM utilization.
Conductworkshops to educate users on how to effectively utilizeJira Service Management.Provide ongoing support and guidance to ensure successful adoption.
Stay up to date on ITSM trends and emerging technologies and make recommendations for their adoption to improve IT service delivery.
Understand the Agile framework to work closely with stakeholders to ensure alignment between business objectives.
Monitor and report on the progress of agile teams, identifying areas for improvement and implementing corrective actions.
Qualifications:
Bachelor's degree in computer science, Information Systems, or a related field.
MBA Degree from Tier-1 College (Preferable).
Minimum of 8-10 years of experience inlarge scale consulting experience including IT service management and managing teams in a consulting environment or as part of a firm’s internal strategy/transformation capability
Extensive experience with Atlassian Jira Service Management, including administration, configuration, and customization.
Strong understanding of ITIL or other IT service management frameworks and best practices.
Experience in working with senior client stakeholders and Proven track record of successfully leading complex implementation projects, from requirements gathering to deployment.
Exposure to and understanding of IT Strategy; Experience with Agile methodologies and tools, such as Jira Software, for project management and software development.
Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders at all levels of the organization.
Strong analytical and problem-solving abilities, with a keen attention to detail and a focus on delivering high-quality solutions that meet business needs.
Atlassian certification(s) (e.g., Jira Service Management Administrator) is a plus
JSM Implementation Experts –Consultant
Minimum 4-5years' experience in leading the end-to-end implementation of Jira Service Management and ITSM processes for clients, including installation, configuration, data migration, testing, and deployment.
Serve as a trusted advisor to business and technology leaders to architect, mobilize, and launch delivery constructs to execute ITSM Transformation Journey with our clients.
Apply a cross-enterprise perspective spanning across both business and technology stakeholders, with ability to work through ambiguity to pursue a consistent transformation vision as well as understand, articulate and resolve key dependencies. Apply expertise in strategic analysis, business architecture, process architecture, organizational change management, value analysis program/project management and stakeholder management.
Support and co-lead Go-to-market initiatives for Atlassian suite of tools in various geographies to increase market penetration and adoption across clients and industries.
Collaborate closely with stakeholders to understand their service management needs, Service Catalogue, Service Operation, Continual Service Improvement, Service Level Management, Incident Management, Change Management.
Understand complex IT Service Management ecosystems and execute the IT process configuration as per the standard ITIL best practices. Ability to serve as a subject matter expert on ITSM.
Develop and maintain ITSM policies, processes, and procedures as per industry best practices and standards.
Design comprehensive solutions using Jira Service Management to address business needs and optimize service delivery processes. Develop customized workflows, request types, SLA definitions, and automation rules.
Lead the configuration and customization of Jira Service Management, tailoring it to align with organizational service management practices. Customize service request forms, queues, notification schemes, and permission schemes to optimize service operations.
Analyze and configure existing service delivery workflows and identify opportunities for improvement. Implement streamlined workflows within JSM to enhance efficiency, responsiveness, and user satisfaction.
Integrate Jira Service Management with other tools and systems used within the organization, such as incident monitoring tools, knowledge bases, and collaboration platforms. Ensure seamless data flow and alignment between systems.
Develop and maintain CMDB/Asset Management policies, processes, and procedures, including data normalization and reconciliation processes. Collaborate with IT teams to integrate CMDB data with JSM system.
Conduct thorough testing of Jira Service Management configurations to ensure functionality, usability, and compliance with service management standards. Address any issues or discrepancies identified during testing and implement corrective actions.
Monitor key performance indicators (KPIs) related to service delivery within Jira Service Management. Generate reports and dashboards to track service performance, SLA compliance, and user satisfaction. Identify areas for improvement and optimization.
Develop and implement change management strategies to facilitate smooth adoption of Jira Service Management within the organization. Communicate changes, updates, and best practices to stakeholders and users to ensure buy-in and acceptance.
Stay updated on new features, updates, and best practices related to Jira Service Management. Identify opportunities for optimization and enhancement to drive continuous improvement in service delivery processes.
Provide ongoing technical support and troubleshooting assistance to clients, addressing issues, resolving challenges, and ensuring the smooth operation of Jira Service Management.
Stay up to date on ITSM trends and emerging technologies and make recommendations for their adoption to improve IT service delivery.
Understand the Agile framework to work closely with stakeholders to ensure alignment between business objectives.
Monitor and report on the progress of agile teams, identifying areas for improvement and implementing corrective actions.
Qualifications:
Bachelor's degree in computer science, Information Systems, or a related field.
MBA Degree from Tier-1 College (Preferable).
Minimum of 5-7 years of experiencein large scale consulting experience and managing teams in a consulting environment or as part of a firm’s internal strategy/transformation capability in IT service management, consulting, or related roles.
Extensive experience with Atlassian Jira Service Management, including administration, configuration, and customization. Agile Knowledge is a plus.
Strong understanding of ITIL or other IT service management frameworks and best practices.
Exposure to and understanding of IT Strategy; Proven track record of successfully implementing Jira Service Management solutions for clients, from requirements gathering to deployment.
Excellent consulting skills, with the ability to engage with clients, understand their needs, and provide tailored solutions and recommendations.
Strong communication and interpersonal skills, with the ability to effectively collaborate with clients and internal teams at all levels of the organization.
Atlassian certification(s) (e.g., Jira Service Management Administrator, Jira Service Management Consultant) is a plus.
Jira/Jira AlignImplementation Expert– Consultant
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