Jira Solution Architect

Inbox Business Technologies

full-time

Posted on: 9/21/2025

Origin: • 🇵🇰 Pakistan

✨ AI Apply

Mid-LevelSenior

CloudITSM

About the role

Design and implement ITSM workflows in Jira Service Management (JSM) based on business needs and ITIL standards.
Translate client requirements into scalable, maintainable JSM solutions.
Lead the configuration of service request catalogs, SLAs, automation rules, queues, and custom fields.
Integrate Jira with other enterprise systems (e.g., CMDB, monitoring tools, Confluence, identity systems).
Perform health checks and conduct maturity assessments to identify gaps and propose improvement plans.
Serve as SME during Jira-related discussions with technical teams, stakeholders, and business users.
Ensure compliance with governance, security, and auditability requirements.
Create technical and functional documentation, including solution architecture diagrams.
Train and mentor admin teams and end-users on JSM features and best practices.
Support continual service improvement initiatives through performance monitoring and analytics.
Propose effective solutions tailored to specific business scenarios.
Evaluate and utilize a range of add-ons (e.g., JMW, Refined) aligned with requirements.
Enhance user interface and user experience (UI/UX) according to industry trends and business needs.

Bachelor’s degree in computer science, Information Systems, or related field.
5+ years of experience in Jira administration/architecture, with at least 2 years focused on Jira Service Management (JSM).
Strong knowledge of ITSM processes (Incident, Change, Problem, Request Fulfillment, Knowledge Management).
Experience implementing and customizing workflows, automation, and SLA configurations in Jira.
Familiarity with Atlassian Marketplace add-ons like Insight (Asset Management), ScriptRunner, Tempo, etc.
Experience with Jira REST APIs, JSON, and third-party integrations.
Atlassian certifications (ACP-620, ACP-120, etc.) are a plus.
Understanding DevOps, Agile, and CI/CD principles is desirable.
Nice to have: Hands-on experience with Confluence, Bitbucket, or Opsgenie.
Nice to have: Exposure to ISO 20000, COBIT, or other IT governance frameworks.
Nice to have: Experience with cloud (Jira Cloud) and on-premises Jira environments.
Strong communication and stakeholder management skills.