ITSM Advisory Lead / ITSM Governance Lead / Jira Service Management (JSM) Advisor

Role Summary

Seeking a senior ITSM Advisory Lead to provide governance and best-practice oversight for a Jira Service Management (JSM) implementation. This is an advisory role (not an implementer) focused on ITIL alignment, solution quality, and go-live readiness.

Key Responsibilities

• Act as ITSM & JSM subject-matter expert and client advisor

• Review JSM design: Incident, Request, Change, Problem, workflows, automation, SLAs

• Ensure alignment with ITIL and Atlassian best practices

• Provide independent oversight of implementation partner deliverables

• Review SLAs, dashboards, and operational reports

• Oversee data migration approach and validation

• Support testing, cutover, hypercare, and transition to steady state

Required Skills

• 10+ years in IT Service Management (ITSM)

• Strong Jira Service Management (Cloud preferred) experience

• Deep ITIL process knowledge

• Experience governing ITSM implementations or migrations

• Strong stakeholder communication and advisory skills

Engagement Model

• Acts as client s ITSM advisor (not hands-on configuration)

• Works with IT leadership, vendors, and business stakeholders

• Supports design, migration, go-live, and optimization phases