Lead JSM Solution Architect

Benefits:
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 typesConfigure and optimize SLAs, automations, notifications, and permissionsManage roles and access for agents, customers, and stakeholdersEnsure platform stability, performance, and licensing complianceSupport ITSM processes including Incident, Request, Problem, Change, and Knowledge ManagementSolution Architecture & Design
Design scalable Jira Service Management solutions aligned with ITSM best practicesArchitect intuitive service portals and request catalogsDefine reusable standards, templates, and configuration patternsEvaluate and recommend Jira native capabilities, marketplace applications, and enterprise integrationsTranslate business and service requirements into maintainable JSM configurationsProcess Enablement & ITSM Maturity
Drive adoption of mature ITSM practices within JiraAdvise on service design, prioritization models, escalation paths, and approval workflowsOptimize workflows and automations to support continuous improvementSupport integrations with monitoring tools, identity systems, and CMDB or asset platformsReporting & Analytics
Design dashboards and reports to support operational and leadership visibilityTrack and report on SLA performance, service demand trends, and service health metricsEnsure auditability and traceability across service workflowsStakeholder Engagement & Enablement
Serve as the Jira Service Management subject matter expert across the organizationLead requirements gathering sessions and solution design workshopsProvide training, documentation, and ongoing support to service owners and usersBalance flexibility, usability, and governance to drive adoptionRequired Qualifications
Strong hands-on experience administering Jira Service ManagementProven experience designing and implementing ITSM processes within JSMDeep expertise configuring workflows, SLAs, queues, automations, and service portalsAbility to translate business and service requirements into scalable technical solutionsStrong communication skills with both technical and non-technical stakeholdersExperience supporting enterprise or multi-team service environmentsPreferred Qualifications
Atlassian certifications related to Jira or Jira Service ManagementITIL knowledge or practical ITSM experienceExperience working with CMDB or asset management solutionsExperience with advanced automation rules and JSM reporting capabilitiesExperience supporting Jira Service Management Cloud or Data Center environmentsConsulting or client-facing experienceCore Skills & Attributes
Strong architectural and system design mindsetHands-on, delivery-focused approachAbility to operate as both lead developer and solution advisorStrong stakeholder management and facilitation skillsAttention to governance, scalability, and long-term maintainability
This is a remote position.