Atlassian Senior Consultant - ITSM/ESM Practice

As a Senior Solution Consultant – ITSM, you will act as a trusted advisor to our customers, helping them translate business and service management challenges into practical, scalable solutions built on Atlassian tools and industry best practices.

Responsibilities

Lead discovery and scoping workshops to understand customer objectives, pain points, processes, constraints, maturity, and desired outcomes; Analyze and challenge existing service management processes and recommend practical improvements based on ITSM and Atlassian leading practices; Translate customer requirements into solution themes, priorities, success measures, and implementation considerations; Advise customers across ITSM practices such as incident, request, problem, change, knowledge, asset and configuration management, service portals, and service operations; Translate business needs into high-level solution designs, roadmaps, configuration blueprints, and implementation-ready recommendations; Design scalable ITSM solutions leveraging Jira Service Management and the broader Atlassian ecosystem; Produce clear deliverables including discovery outputs, current-state and future-state process maps, Solution Design Documents, requirements, acceptance criteria, decision logs, and requirements traceability; Own the solution intent throughout the project lifecycle, ensuring requirements, design decisions, acceptance criteria, and business outcomes remain visible during delivery; Support pre-sales activities with discovery insights, solution recommendations, effort assumptions, delivery considerations, and scope clarification; Mentor Consultants on discovery, advisory practices, solution documentation, and customer-facing communication; Contribute to internal playbooks, discovery frameworks, reusable ITSM solution assets, process maps, and delivery templates; Stay current with developments across the Atlassian ecosystem and trends in ITSM, ESM, Agile, Work Management, automation, reporting, and enterprise collaboration

Requirements

Significant experience in ITSM consulting, solution consulting, or service management transformation; Strong knowledge of Jira Service Management and the Atlassian ecosystem; Demonstrated experience leading customer discovery, requirements, and solution design workshops; Strong understanding of ITSM practices, including incident, request, problem, change, knowledge, asset and configuration management; Experience translating complex business requirements into practical solution designs and implementation recommendations; Experience producing high-quality customer-facing solution documentation, process maps, requirements, and acceptance criteria; Ability to balance customer expectations, business outcomes, platform capabilities, technical constraints, and delivery realities; Experience collaborating with technical consultants, architects, project managers, and commercial teams; Experience mentoring or supporting the development of less experienced consultants; Strong analytical and problem-solving skills; Excellent facilitation, communication, and stakeholder management abilities; Ability to engage confidently with both business and technical stakeholders; Consultative mindset with the ability to challenge constructively and influence decisions; Ability to simplify complex requirements and turn them into clear, actionable solutions; Strong sense of ownership while working collaboratively across multidisciplinary teams; Proactive and pragmatic approach to solving customer challenges; Attention to detail and commitment to high-quality deliverables; Customer-focused approach with a strong orientation toward measurable outcomes; Ability to mentor and support the growth of other consultants

Nice to have

Atlassian and/or ITIL certifications are a plus

Benefits

Meaning: Drive strategic transformation projects and influence outcomes; Learning: Continuous development through training, certifications, and communities; Flexibility: Hybrid work model supporting work-life balance; International and multicultural environment; Flexible remote work policy; Meal vouchers; 100% covered health insurance (for you and your family); Choice of equipment (PC or Mac); Supportive and collaborative culture