Senior ITSM / Jira Service Management Consultant

Remote: Latin America only
Contract duration: 3 months

We are looking for a Senior ITSM / Jira Service Management Consultant to lead the design, implementation, and optimization of IT service management processes for small and medium-sized enterprises.

This role combines strong ITIL-based process expertise with deep hands-on experience in Jira Service Management (JSM) administration. You will act as both a strategic advisor and a technical owner, ensuring service operations are structured, scalable, and aligned with business needs.

This is a senior-level role requiring stakeholder engagement, roadmap definition, and full ownership of JSM configuration and optimization.

Key Responsibilities

ITSM Strategy & Process Design
Design and optimize ITSM frameworks aligned with ITIL best practices
Lead implementation of:
- Incident Management
- Service Request Management
- Problem Management
- Knowledge Management
- Self-Service Portals
Adapt structured ITSM frameworks to SME environments with limited resources
Define service governance, SLAs, workflows, and operational metrics
Build and present service improvement roadmaps to leadership
Jira Service Management Administration
Own end-to-end configuration of Jira Service Management
Design and maintain workflows, request types, and approval schemes
Configure SLAs, automation rules, and notification schemes
Manage custom fields, permissions, and project settings
Implement and optimize knowledge base integrations
Maintain service catalogs and self-service experiences
Provide ongoing platform optimization and troubleshooting

Stakeholder & Advisory

Translate business needs into scalable ITSM solutions
Present concepts, architecture, and roadmaps to technical and non-technical audiences
Partner with IT, Operations, and Leadership teams
Provide best practice guidance and process governance

Required Qualifications

7+ years of experience in IT Service Management
Strong ITIL background (ITIL certification preferred)
4+ years of hands-on Jira Service Management administration
English level B2 or above is required
Proven experience implementing ITSM processes in SME environments
Experience designing and improving Incident, Request, Problem, and Knowledge workflows
Ability to define and present service roadmaps
Strong communication and stakeholder management skills

Preferred Qualifications

Atlassian certifications
Experience integrating JSM with other Atlassian products
Experience with automation and advanced JSM configurations
Experience working in distributed or remote environments

Senior ITSM / ITIL Specialist (Jira Ser...