Implementation Consultant - ITSM Jira

We are looking for an Implementation Consultant - ITSM Jira to lead end-to-end implementations and configurations of Jira Service Management solutions. This role requires a strong blend of technical expertise and functional understanding of ITSM processes to design scalable, efficient, and client-centric solutions.

The ideal candidate will work closely with stakeholders to translate business requirements into technical configurations while ensuring adherence to ITIL best practices and high-quality delivery standards.

Responsibilities

• Lead implementation and configuration of Jira Service Management solutions
• Design and configure ITSM workflows including Incident, Request, Problem, Change, and Assets/CMDB
• Manage and maintain JSM Assets schemas and relationships
• Implement third-party integrations using REST APIs and marketplace tools
• Translate business requirements into scalable technical solutions
• Configure SLAs, queues, automations, forms, and service portals
• Support testing phases including QA, UAT, go-live, and post-production enhancements
• Mentor and guide junior consultants, ensuring knowledge sharing and quality delivery
• Collaborate with cross-functional teams to ensure seamless project execution

Requirements

• Bachelor’s degree in Computer Science or related field
• 3–4 years of hands-on experience with Jira and JSM
• Strong expertise in JSM Assets / CMDB
• Experience with REST APIs and integrations
• Hands-on experience with tools such as:
• ScriptRunner
• JMWE
• Refined
• Experience with Jira automation and workflow customization
• Strong understanding of ITIL-based ITSM processes
• Familiarity with JavaScript frameworks such as Node.js, React, or Angular
• Strong documentation and client communication skills
• Strong client communication and stakeholder management
• Ability to translate business requirements into effective technical solutions
• Adaptability in fast-paced, multi-client environments
• Collaborative mindset with cross-functional teamwork
• High ownership and accountability for delivery outcomes

Preferred

• ITIL Certification
• Atlassian certifications (e.g., Jira Administrator, JSM Specialist)
• Experience working in consulting or multi-client environments
• Exposure to Jira Forge

Equal Opportunity & Inclusion

We are proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, gender identity or expression, national origin, age, disability, genetic information, or pregnancy.

At Inbox Business Technologies, we celebrate diversity and strive to create an inclusive space where every team member is valued. We strongly encourage applicants from underrepresented backgrounds to apply and contribute their unique ideas, experiences, and voices to a company that believes in equality and embraces new ways of thinking.