Senior ITSM Specialist

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