Senior Solution Consultant – ITSM

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate discovery and scoping workshops to comprehend customer goals, challenges, processes, limitations, maturity levels, and desired results.

• Evaluate service management processes and propose enhancements grounded in ITSM and Atlassian methodologies.

• Convert customer needs into solution themes, priorities, success metrics, and implementation considerations.

• Provide guidance to customers on incident, request, problem, change, knowledge, asset and configuration management, service portals, and service operations.

• Transform business requirements into high-level solution designs, roadmaps, configuration blueprints, and actionable recommendations for implementation.

• Create scalable ITSM solutions utilizing Jira Service Management and the Atlassian ecosystem.

• Generate discovery outputs, process maps, Solution Design Documents, requirements, acceptance criteria, decision logs, and traceability documentation.

• Collaborate with Technical Consultants and Technical Architects to assess feasibility, scalability, integrations, automation, reporting, and platform limitations.

• Maintain solution intent throughout the project lifecycle and assist delivery teams with business context, requirements, and design rationale.

• Lead solution checkpoints, design reviews, and collaborative sessions.

• Work alongside Project Managers and Technical Leads to ensure alignment between approved designs and delivered outcomes.

• Aid pre-sales efforts through discovery insights, solution recommendations, effort assumptions, delivery considerations, proposals, and Statements of Work.

• Identify risks, dependencies, scope boundaries, opportunities for optimization, expansion prospects, and follow-on advisory initiatives.

• Establish and nurture trusted relationships with customers.

• Mentor Consultants and contribute to internal playbooks, discovery frameworks, reusable ITSM resources, process maps, and delivery templates.

• Disseminate knowledge and best practices across Solution Consulting and Delivery teams.

• Utilize approved AI tools judiciously for analysis, documentation, synthesis, quality review, and knowledge reuse.

• Remain updated on trends in Atlassian, ITSM, ESM, Agile, Work Management, automation, reporting, and collaboration.

⛳️ Requirements

• Extensive experience in ITSM consulting, solution consulting, or service management transformation.

• In-depth knowledge of Jira Service Management and the Atlassian ecosystem.

• Proven track record in leading customer discovery, requirements gathering, and solution design workshops.

• Strong grasp of ITSM practices, including incident, request, problem, change, knowledge, asset, and configuration management.

• Experience in translating intricate business requirements into practical solution designs and implementation recommendations.

• Background in creating customer-facing solution documentation, process maps, requirements, and acceptance criteria.

• Capability to balance customer expectations, business outcomes, platform capabilities, technical constraints, and delivery realities.

• Experience working collaboratively with technical consultants, architects, project managers, and commercial teams.

• Experience mentoring or supporting less experienced consultants.

• Strong analytical and problem-solving abilities.

• Exceptional facilitation, communication, and stakeholder management skills.

• Proficient in engaging with both business and technical stakeholders.

• Consultative mindset with the ability to influence decision-making.

• Skillful in simplifying complex requirements into actionable solutions.

• Detail-oriented with a commitment to delivering high-quality outcomes.

• Customer-centric approach focused on measurable results.

• Must be legally authorized to work in the United States.

• Must not require current or future sponsorship for employment visa status.

• Atlassian and/or ITIL certifications are advantageous.

🏝️ Benefits

• Competitive salary with an annual performance-based bonus.

• Comprehensive Health Insurance coverage.

• 401(k) plan with Company Match.

• Generous Paid Time Off (PTO) - 4 weeks annually, along with public holidays.

• A flexible remote work policy.

• A diverse and international team environment.

• Dedicated time and budget for training and professional development.

• Support and flexibility to maintain a healthy work-life balance.