Lead JSM Solution Architect

Job DescriptionJob DescriptionBenefits:

• Competitive salary

Location
100% Remote

Experience Level
Senior Level

Role Overview
The Jira Service Management (JSM) Administrator Solution Architect is responsible for leading the design, configuration, and governance of enterprise service management solutions. This role combines hands-on JSM administration with solution architecture and advisory responsibilities, ensuring service operations are scalable, efficient, and aligned with ITSM best practices. The position serves as a trusted advisor to IT and business stakeholders, translating service requirements into practical, sustainable Jira Service Management solutions.

Key Responsibilities
Jira Service Management Administration

• Administer and maintain Jira Service Management projects, portals, workflows, queues, and request types
• Configure and optimize SLAs, automations, notifications, and permissions
• Manage roles and access for agents, customers, and stakeholders
• Ensure platform stability, performance, and licensing compliance
• Support ITSM processes including Incident, Request, Problem, Change, and Knowledge Management

Solution Architecture & Design

• Design scalable Jira Service Management solutions aligned with ITSM best practices
• Architect intuitive service portals and request catalogs
• Define reusable standards, templates, and configuration patterns
• Evaluate and recommend Jira capabilities, marketplace applications, and enterprise integrations
• Translate business and service requirements into maintainable JSM configurations

Process Enablement & ITSM Maturity

• Drive adoption of mature ITSM practices within Jira
• Advise on service design, prioritization models, escalation paths, and approval workflows
• Optimize workflows and automations to support continuous improvement
• Support integrations with monitoring tools, systems, and CMDB or asset platforms

Reporting & Analytics

• Design dashboards and reports to support operational and leadership visibility
• Track and report on SLA performance, service demand trends, and service health metrics
• Ensure auditability and traceability across service workflows

Stakeholder Engagement & Enablement

• Serve as the Jira Service Management subject matter expert across the organization
• Lead requirements gathering sessions and solution design workshops
• Provide training, documentation, and ongoing support to service owners and users
• Balance flexibility, usability, and governance to drive adoption

Required Qualifications

• Strong hands-on experience administering Jira Service Management
• Proven experience designing and implementing ITSM processes within JSM
• Deep expertise configuring workflows, SLAs, queues, automations, and service portals
• Ability to translate business and service requirements into scalable technical solutions
• Strong communication skills with both technical and non-technical stakeholders
• Experience supporting enterprise or multi-team service environments

Qualifications

• Atlassian certifications related to Jira or Jira Service Management
• ITIL knowledge or practical ITSM experience
• Experience working with CMDB or asset management solutions
• Experience with advanced automation rules and JSM reporting capabilities
• Experience supporting Jira Service Management Cloud or Data Center environments
• Consulting or client-facing experience

Core Skills & Attributes

• Strong architectural and system design mindset
• Hands-on, delivery-focused approach
• Ability to operate as both lead developer and solution advisor
• Strong stakeholder management and facilitation skills
• Attention to governance, scalability, and long-term maintainability

This is a remote position.