JSM Expert-JIRA,Service Desk Management-10-15 Yrs-Multiple locations
Location: Mumbai, Bangalore, Delhi, Gurgaon,Hyderabad,Chennai,Pune
Your future employer:
It is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions it works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, it drives innovation to improve the way the world works and lives.
Your Role:
Minimum 6-8 years' experience in leading teams and implementing ITSM processes and tools, provide strategic guidance to clients on the Atlassian tooling landscape.
Serve as a trusted advisor to business and technology leaders to architect, mobilize, and launch delivery constructs to execute ITSM Transformation Journey with our clients.
Apply a cross-enterprise perspective spanning across both business and technology stakeholders, with ability to work through ambiguity to pursue a consistent transformation vision as well as understand, articulate and resolve key dependencies. Apply expertise in strategic analysis, business architecture, process architecture, organizational change management, value analysis program/project management and stakeholder management.
Lead Go-to-market initiatives for Atlassian suite of tools in various geographies to increase market penetration and adoption across clients and industries.
Lead Jira Service Management (JSM) Implementation, driving the end-to-end implementation of Atlassian Jira Service Management, including requirements gathering, solution design, configuration, testing, and deployment.
Manage Implementation Projects. Plan and execute implementation projects, including defining project scope, timelines, and resource requirements, managing project budgets, identify and mitigate risks early, and ensuring timely delivery of project milestones.
Engage with stakeholders across various domains to collect and assess business needs for configuring and setting up JSM. Gain insights into processes, workflows, and challenges to devise efficient solutions.
Understand complex IT Service Management ecosystems and execute the IT process configuration as per the standard ITIL best practices. Develop and maintain ITSM policies, processes, and procedures as per industry best practices and standards.
Take the lead in configuring and tailoring Jira Service Management to harmonize with service delivery procedures and industry best practices.
Guide teams to customize request types, queues, SLA definitions, automation rules, issue types, workflows, screens, permissions, dashboards, and notification schemes to enhance service operations.
Devise customized workflows within Jira Service Management in-line with client organization needs to accommodate service lifecycle phases and expedite the resolution of incidents, requests, and changes.
Develop and deploy JSM workflows that mirror the organization's project management methodologies, be it Agile, Scrum, Kanban.
Develop training materials and deliver training sessions to effectively familiarize the users with JSM. Provide continuous assistance, troubleshooting, and guidance to users to enhance productivity and user adoption.
Administer and update the service catalog in Jira Service Management, encompassing service offerings, SLAs, and service request forms.
Integrate with other systems. Configure integrations between Jira Service Management and other systems and tools, such as CRM, monitoring tools, and collaboration platforms, to enable seamless information exchange and process automation.
Develop and maintain CMDB/ Asset Management policies, processes, and procedures, including data normalization and reconciliation processes. Collaborate with IT teams to integrate CMDB data with JSM system.
Integrate automation rules and interfaces within Jira Service Management to streamline service delivery workflows, bolster response times, and elevate user satisfaction.
Execute comprehensive testing of Jira Service Management configurations to guarantee functionality, user-friendliness, and alignment with service management norms. Rectify any identified issues or inconsistencies.
Monitor essential performance indicators (KPIs) associated with service delivery within Jira Service Management. Produce reports and dashboards to monitor service performance, SLA adherence, and user contentment.
Develop and uphold comprehensive documentation of Jira Service Management setups, configurations, comprising workflows, automation rules, and integrations.
Remain abreast of new features, updates, and industry best practices pertinent to JSM configuration and project management. Identify opportunities for optimization and improvement to foster continuous enhancement in JSM utilization.
Conduct workshops to educate users on how to effectively utilize Jira Service Management. Provide ongoing support and guidance to ensure successful adoption.
Stay up to date on ITSM trends and emerging technologies and make recommendations for their adoption to improve IT service delivery.
Understand the Agile framework to work closely with stakeholders to ensure alignment between business objectives.
Monitor and report on the progress of agile teams, identifying areas for improvement and implementing corrective actions.
Qualifications:
Bachelor's degree in computer science, Information Systems, or a related field.
MBA Degree from Tier-1 College (Preferable).
Minimum of 8-10 years of experience in large scale consulting experience including IT service management and managing teams in a consulting environment or as part of a firm’s internal strategy/transformation capability
Extensive experience with Atlassian Jira Service Management, including administration, configuration, and customization.
Strong understanding of ITIL or other IT service management frameworks and best practices.
Experience in working with senior client stakeholders and Proven track record of successfully leading complex implementation projects, from requirements gathering to deployment.
Exposure to and understanding of IT Strategy; Experience with Agile methodologies and tools, such as Jira Software, for project management and software development.
Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders at all levels of the organization.
Strong analytical and problem-solving abilities, with a keen attention to detail and a focus on delivering high-quality solutions that meet business needs.
Atlassian certification(s) (e.g., Jira Service Management Administrator) is a plus
What is in it for you?
An opportunity to work on transformative projects with key G2000 clients
Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.
Reach Us:
If you think this is the right opportunity for you, feel free to apply or forward your application with your updated resume at Manisha.jha@crescendogroup.in for further discussions.
Disclaimer:
Crescendo Global is an ISO 9001:2015 certified Leadership Hiring consulting arm of Crescendo Group with expertise in mid to senior level niche recruitment. We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status or disability status.
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