Jira Architect (ITSM Specialist) - JSM, ITIL & CMDB

Hello,

Hope you are doing well,

Title: Jira Architect

Location: Remote work

Duration: 12 Months

Experience Level: Senior / Principal (8+ years)

Department: IT Service Delivery & Enterprise Infrastructure

Position Overview

We are seeking an experienced Jira Architect to design, optimize, and govern our enterprise Atlassian ecosystem. In this role, you will lead the architectural strategy for Jira Service Management (JSM), Assets (Insight CMDB), and custom Jira Software workflows across global teams.

The ideal candidate brings deep hands-on expertise aligning ITIL v4 best practices with Atlassian architecture, transforming complex service delivery, change management, and asset tracking requirements into scalable, best-in-class Jira solutions.

Key Responsibilities

1. Solution Architecture & Ecosystem Governance

• Lead the end-to-end design, implementation, and maintenance of Jira Service Management (JSM) and Jira Software Cloud/Enterprise.
• Define governance standards, naming conventions, custom field hygiene, permission schemes, and project templates to ensure high performance and maintainability.
• Architect enterprise-wide integrations between Jira, CMDB, identity providers (Okta/Entra ID), monitoring tools, and third-party ITSM platforms via REST APIs and webhooks.

2. Asset Management & CMDB Architecture

• Design, build, and maintain the Atlassian Assets (formerly Insight) schema and Configuration Management Database (CMDB) structure.
• Establish object schemas, attributes, reference objects, and automation rules to link IT assets, software licenses, hardware, and service dependencies directly to incident, change, and problem tickets.
• Implement automated asset discovery feeds and integrations to maintain real-time CMDB data accuracy.

3. Complex Workflow & Process Automation

• Design and implement sophisticated custom workflows, screen schemes, field configurations, and advanced issue link relationships.
• Build low-code/no-code automation rules using Jira Automation, Assets Automation, and script-based extensions (e.g., ScriptRunner, Behaviours, HIDE/SHOW condition logic).
• Translate complex business and operational requirements into streamlined, user-friendly forms, request types, and approvals.

4. ITIL Framework Alignment

• Map corporate ITIL processes (Incident, Problem, Change Enablement, Service Request, and Asset Management) into Jira Service Management workflows.
• Establish SLA tracking, escalation paths, and approval matrices to optimize Mean Time to Resolution (MTTR) and operational compliance.
• Drive continuous service improvement (CSI) by analyzing service desk metrics, customer satisfaction scores (CSAT), and portal usage patterns.

5. Advisory & Continuous Improvement

• Act as the primary Atlassian Subject Matter Expert (SME), advising executive leadership, IT managers, and cross-functional teams on Atlassian best practices.
• Evaluate, test, and recommend Marketplace apps (e.g., ScriptRunner, Tempo, EazyBI, Refined) to extend platform capability without causing technical debt.
• Conduct system performance tuning, re-indexing, security audits, and upgrade planning.

Required Qualifications & Experience

• Experience: 8+ years of total IT experience, with at least 5+ years as a dedicated Jira Architect / Principal Solutions Administrator in enterprise environments.
• JSM & Asset Expertise: Deep, demonstrated experience building and managing Jira Service Management (JSM) and Atlassian Assets (Insight CMDB) at scale.
• ITIL Mastery: Strong functional understanding of ITIL v4 frameworks (Incident, Problem, Change, Asset, Configuration Management).
• Advanced Workflow & Automation: Proven track record of building complex, branching workflows, validator scripts, post-functions, and multi-level approval hierarchies.
• Scripting & Integration: Hands-on experience with Groovy / ScriptRunner, Jira REST APIs, webhooks, and JSON data structures.
• Migration & Administration: Experience managing Atlassian Cloud / Enterprise instances, access controls, single sign-on (SSO), and domain verification.

Preferred Qualifications (Nice to Have)

• Certifications:
• Atlassian Certified Jira Service Project Manager (ACP-420 / ACP-MJSP)
• Atlassian Certified System Administrator (ACP-120 / ACP-620)
• ITIL v4 Foundation or Managing Professional Certification
• Reporting: Advanced reporting skills using eazyBI, PowerBI/Tableau connectors, or native Jira dashboards/JQL.
• DevOps Knowledge: Familiarity with CI/CD toolchains (Bitbucket, GitHub, Jenkins) and agile frameworks (Scrum/SAFe).