Senior Jira Service Management (JSM) Solution Architect
Posted Today by Oscar Technology
Negotiable
Undetermined
Remote
Remote
Summary: The Senior Jira Service Management (JSM) Solution Architect is responsible for designing and implementing Jira Service Management solutions, including project structures, workflows, and integrations with Salesforce. The role requires collaboration with stakeholders to ensure configurations meet enterprise service management best practices and regional requirements. The architect will also focus on automation and optimization of workflows to enhance service efficiency. This position is fully remote and requires extensive experience in JSM and ITSM processes.
Key Responsibilities:
- 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.
- 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.
- 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.
- 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.
- 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.
Key Skills:
- 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.
- Atlassian certifications (ACP-JSM or equivalent) preferred.
- Experience with Appfire or similar Jira-Salesforce integration tools preferred.
- Salesforce Administrator or Service Cloud exposure preferred.
- Experience supporting multi-region or global service desks preferred.
- ITIL Foundation certification preferred.
Salary (Rate): £85.00 hourly
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
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.