Senior Jira Service Management (JSM) Solution Architect

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.