Job#: 3018269 Job Description: Jira Service Management Architect (OT Service Management Pilot)Type: 12-month contract to startLocation: USA - Houston, TexasSchedule: Onsite Monday-Thursday. Remote FridayCompensation: $105-121/hr w2 Project OverviewThe organization is launching a pilot initiative to implement a modern Service Management solution for the Operational Technology (OT) department. This pilot will stand up Jira Service Management (JSM) as the foundational platform for OT service operations, with the goal of supporting
OT devices and assets. The solution will integrate with existing OT systems to surface accurate asset details and enable scalable, ITIL-aligned service processes.
This pilot will serve as the blueprint for future OT-focused service management implementations across the enterprise. The team is seeking experienced
Jira Service Management Architects/Specialists with strong OT domain knowledge to design, build, and optimize the platform.
Role SummaryThe Jira Service Management Architect will lead the design and implementation of a new JSM platform specifically tailored for OT environments. This includes building service workflows, asset integrations, automation, and governance structures that support large-scale OT operations. The role requires deep expertise in JSM and hands-on experience implementing service management in OT or industrial environments.
Key ResponsibilitiesPlatform Architecture & Build- Stand up a new Jira Service Management platform for the OT department from the ground up.
- Architect scalable service workflows, request types, SLAs, queues, and automation rules.
- Design integrations between JSM and OT asset systems to support devices and assets.
- Establish governance, naming conventions, and configuration standards for long-term maintainability.
OT-Focused Service Management- Translate OT operational needs into service management processes and JSM configurations.
- Implement ITIL-aligned processes (Incident, Change, Problem, Service Request) tailored to OT environments.
- Ensure the solution supports reliability, uptime, and safety requirements unique to OT systems.
Pilot Execution & Knowledge Transfer- Deliver a successful pilot that becomes the model for future OT implementations.
- Document lessons learned, best practices, and repeatable patterns for scaling across new groups.
- Provide post-go-live support and help transition the platform into steady-state operations.
Collaboration & Stakeholder Engagement- Work closely with OT leadership, engineering teams, and service owners to gather requirements.
- Partner with internal technical leads (including Abhishek) throughout design and review cycles.
- Conduct workshops, demos, and training sessions for OT users and support teams.
Required Skills & Experience- Strong hands-on experience as a Jira Service Management Architect or Specialist.
- Proven experience implementing service management in OT, industrial, manufacturing, utilities, or critical infrastructure environments.
- Expertise in JSM configuration: workflows, automation, SLAs, queues, portals, Assets/CMDB.
- Experience integrating JSM with large-scale asset systems (50k+ devices).
- Understanding of ITIL processes and how they adapt to OT operational constraints.
- Ability to stand up new platforms for new groups with minimal oversight.
- Strong communication skills and ability to work with both technical and non-technical stakeholders.
Preferred Qualifications- Experience with Atlassian Assets (CMDB) in OT contexts.
- Background in OT cybersecurity, industrial control systems, or plant operations.
- Atlassian certifications (ACP-420, ACP-520, etc.).
- Experience supporting long-term platform operations after initial implementation.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
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