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Senior Jira Service Management (JSM) Solution Architect

Summary

Key ResponsibilitiesJira Service Management Architecture & Implementation

Design and implement Jira Service Management project structures, workflows, request types, queues, SLAs, and portals.

Configure scalable and maintainable JSM solutions aligned to enterprise service management best practices.

Implement automation rules for ticket lifecycle management, including notifications, escalations, and closure logic.

Ensure configurations follow Jira best practices and avoid over-customization or technical debt.

Salesforce Integration (Appfire Connector)

Implement and configure the Appfire Salesforce Connector between Jira Service Management and Salesforce Service Cloud.

Define field mappings, synchronization rules, and workflow integration logic.

Enable seamless exchange of tickets, comments, and status updates between platforms.

Support testing, validation, and troubleshooting of integration behavior.

Workflow & Service Design

Build and optimize workflows for incident, request, and service management processes.

Ensure workflows are efficient, scalable, and aligned to operational needs.

Implement automation to reduce manual effort and improve response times.

Regional Service Management Configuration

Configure JSM to support regional service requirements across UK, Poland, Japan, and Australia.

Implement appropriate project segmentation, permissions, and governance models.

Ensure consistency while accommodating regional variations where required.

Stakeholder Collaboration

Work directly with business and technical stakeholders to translate requirements into Jira configurations.

Provide guidance on what can and cannot be achieved effectively within Jira Service Management.

Support UAT, troubleshooting, and iterative improvements during implementation.

What we need to see from you
Required Experience

5-8+ years of Jira Service Management (JSM) experience in enterprise environments.

Strong hands-on experience configuring JSM workflows, SLAs, request types, and automation.

Proven experience implementing Jira Service Management solutions (not just administering them).

Experience with Salesforce Service Cloud integration (preferably using Appfire Connector).

Strong understanding of ITSM processes (incident, request, problem, service management).

Experience designing scalable workflow and service desk architectures.

Strong communication skills and ability to work directly with stakeholders.

Preferred Experience

Atlassian certifications (ACP-JSM or equivalent).

Experience with Appfire or similar Jira-Salesforce integration tools.

Salesforce Administrator or Service Cloud exposure.

Experience supporting multi-region or global service desks.

ITIL Foundation certification.

Success in this Role Looks Like

A stable, scalable Jira Service Management environment that supports enterprise operations.

Successful integration between Jira Service Management and Salesforce Service Cloud.

Automated workflows that reduce manual ticket handling and improve service efficiency.

A clear, maintainable structure across regions with appropriate governance.

Minimal rework due to strong upfront architecture and correct implementation choices.

Oscar Associates Limited (US) is acting as an Employment Agency in relation to this vacancy.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10525742
Position Id: CR027003-851
Posted 19 days ago

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Alex Keyes

Recruiter @ Oscar Technology

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Senior Jira Service Management (JSM) Solution Architect

Skills

Summary

Dice Job Match Score™

Alex Keyes

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Senior Jira Service Management (JSM) Solution Architect

Job Details

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Summary

Dice Job Match Score™

Alex Keyes

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