XTIVIA - ITSM Consultant - Jira Service Management

Work Location Remote

Duration Full Time

How you will make a difference
We are seeking an experienced ITSM Consultant with deep expertise in Jira Service Management (JSM) to join our Professional Services team. In this role, you will lead client engagements focused on the design, configuration, and deployment of enterprise-grade ITSM solutions built on the Atlassian platform.

You will partner with clients ranging from mid-market organizations to large enterprises, guiding them through discovery, implementation, optimization, and enablement. You will translate complex business requirements into scalable, best-practice service management workflows that drive operational efficiency, governance, and measurable business outcomes.

Key Responsibilities
Implementation & Configuration

• Lead end-to-end JSM implementations, including portal design, request type configuration, SLA policies, queues, automation rules, approval workflows, and governance controls.
• Design, configure, and optimize ITSM processes including Incident, Problem, Change, Service Request, and Asset Management in alignment with ITIL best practices and organizational compliance requirements.
• Develop and maintain Confluence knowledge bases integrated with JSM to support self-service strategies, ticket deflection, and improved service delivery transparency.
• Architect, configure, and maintain integrations between JSM and third-party systems such as monitoring platforms, CMDB solutions, HR systems, identity providers, and communication tools.
• Perform data migrations and environment transitions, including on-premises Data Center to Jira Cloud migrations, ensuring data integrity, minimal disruption, and proper validation.
  

Client Engagement & Consulting

• Conduct structured discovery workshops to assess current-state ITSM maturity, capture business and technical requirements, and define future-state architecture and roadmap.
• Serve as a trusted advisor to stakeholders at all levels, including executive leadership, translating technical configurations into clear business value and service maturity improvements.
• Facilitate training sessions, enablement workshops, and knowledge transfer to ensure client self-sufficiency and long-term platform adoption post-implementation.
• Provide post-implementation support, optimization reviews, governance recommendations, and health checks as part of managed services or follow-on engagements.
  

Governance & Documentation

• Produce high-quality documentation including configuration guides, architectural decision records, runbooks, solution design documents, and governance frameworks.
• Maintain project artifacts in Confluence and adhere to delivery standards established by the practice.
• Contribute to internal knowledge bases, reusable templates, solution accelerators, and continuous improvement initiatives within the Professional Services organization.

What you bring to your new team

• Minimum 5 years of progressive hands-on experience as a Jira Administrator, Atlassian Consultant, or ITSM Platform Lead, with demonstrated ownership of production environments.
• Proven expertise in Jira Service Management configuration and ITSM process design across multiple client or enterprise environments.
• Strong working knowledge of ITIL v4 frameworks, including Incident, Problem, Change, and Service Request Management, with the ability to apply theory into practical implementation.
• Experience conducting client-facing discovery sessions, requirements gathering, stakeholder presentations, and executive-level discussions.
• Advanced proficiency with Jira automation using the native rule builder, project schemes, permission schemes, notification schemes, custom fields, and configuration governance.
• Familiarity with Atlassian Cloud administration, including user management, site configuration, marketplace app evaluation, and security best practices.
• Demonstrated ability to manage multiple concurrent engagements while communicating effectively with both technical and non-technical audiences.
• Must be eligible to obtain and maintain U.S. government security clearance.

How you add even MORE value

• Atlassian Certified Professional in Jira Service Management Administration.
• Atlassian Certified Expert designation.
• ITIL 4 Foundation or higher certification such as Managing Professional or Strategic Leader.
• Prior experience in a consulting, professional services, or client delivery role, particularly within an Atlassian Solution Partner organization.
• Experience with ScriptRunner for Jira using Groovy scripting or other advanced marketplace automation tools.
• Experience with Assets, formerly Insight, for CMDB configuration and asset governance within JSM.
• Experience supporting Jira Align implementations or broader Agile transformation engagements.
• Working knowledge of REST APIs and experience integrating Jira with enterprise platforms such as ServiceNow, Salesforce, Active Directory, or other enterprise systems.

At this time, XTIVIA cannot transfer nor sponsor a work visa for this position.

Get to know XTIVIA

XTIVIA is an innovative B2B technology enterprise solutions company committed to providing integrated technology solutions and services, delivering measurable results as a trusted industry thought leader for 30 years.

Our services include managed services and business solutions, like DevOps, CRM, and ITSM; database support and management; application solutions, including mobile apps; ERP solutions for GovCon and the private sector; and platform integration, with APIs as well as digital experience CMS solutions.

If you can imagine the business outcome, XTIVIA can create it with technology.

XTIVIA has offices in Colorado, New York, New Jersey, Texas, and Virginia.

xtivia.com

How we take care of our team members

For XTIVIA to recruit—and retain—the most experienced and talented people, XTIVIA offers a highly competitive and comprehensive benefits package. Our employees are our corporate family, so benefits extend beyond our employees to include their families. We provide affordable medical, dental, and vision benefits. Other benefits include a 401(k) plan with match, company-paid disability and life insurance, voluntary life insurance options, an Employee Assistance Program (EAP), identity and fraud protection, recognition and wellness programs. To promote a healthy work-life balance, XTIVIA offers team members flexible paid time off and remote and flexible work options, enabling you to spend time with family and recharge as needed without worrying about accruals. In addition, we encourage ongoing career development by offering paid training and certification opportunities. Our benefits are designed and focused around our culture and core values, treating people the way we would like to be treated. XTIVIA has been certified five years in a row as a great place to work.

This position has an expected salary range of $125,000 to $150,000.

You will also be eligible for the XTIVIA employee bonus plan.

Your compensation is based on your skills and experience. Talk with your recruiter to learn more.

What We Promise

At XTIVIA, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, age, sex, national origin, disability status, genetics, military and veteran status, sexual orientation, gender identity or expression, marital status, parental status, and any other characteristic protected by applicable laws.

XTIVIA believes that diversity and inclusion among our team members are critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.