Job Description

Required Skills & Experience

· 11+ years of experience in IT Service Management, with 4+ years hands-on in Jira Service Management Cloud.

· Proven experience leading greenfield or major JSM/ITSM implementations.

· Strong knowledge of ITIL (v3 or v4), particularly:

o Incident, Problem, Change, Service Request, and Configuration Management.

· Demonstrated experience designing:

o Complex workflows, request types, queues, and automation in JSM.

o SLAs/KPIs, operational and leadership dashboards, and regulatory/compliance-oriented reports.

· Experience working with cloud-native environments (e.g., AWS) and integrating monitoring/alerting tools with JSM.

· Strong stakeholder management, communication, and facilitation skills; comfortable working with both business and technical teams.

· Ability to lead and mentor a small team of JSM developers/engineers.

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Preferred Qualifications

· ITIL Foundation or higher (Intermediate/Managing Professional) certification.

· Atlassian certifications (e.g., ACP-400 / ACP-420 / ACP-610 or equivalent).

· Experience in regulated environments (e.g., financial services, utilities, healthcare) with exposure to audit and compliance requirements.

· Familiarity with Confluence as a knowledge base integrated with JSM (nice to have; primary focus is JSM).

· Experience with scripting and automation (e.g., Script Runner, Groovy, REST APIs) is a plus.

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Deliver

		**No.Performance Parameter Measure**

		1.
		Continuous Integration, Deployment & Monitoring
		100% error free on boarding & implementation

		2.
		CSAT
		Manage service tools

		Troubleshoot queries

		Customer experience

		3.

Capability Building & Team Management:

		% trained on new age skills, Team attrition %, Employee satisfaction score