Yrs of Exp: 10+Yrs
Contract Duration: 6 Months
Key Responsibilities
* Lead the end-to-end architecture of Jira Service Management solutions across ITSM and ESM use cases.
* Design scalable and secure JSM architectures supporting Incident, Problem, Change, Request, Knowledge, Asset, and CMDB processes.
* Define platform standards, governance models, and best practices for JSM implementations.
* Ensure alignment with ITIL / ITSM frameworks, enterprise architecture principles, and organizational strategy.
ITSM Process Enablement
* Translate ITSM processes into JSM workflows, automations, SLAs, queues, and reports.
* Design and optimize:
o Change Enablement (Standard, Normal, Emergency)
o Knowledge Management
* Advise on continuous service improvement (CSI) using metrics and reporting.
Platform Configuration & Integration
* Oversee advanced JSM configuration including workflows, forms, automation rules, permissions, and SLAs.
* Architect integrations with enterprise systems such as:
o Monitoring & APM tools
o CI/CD and DevOps tools
Stakeholder & Leadership Engagement
* Act as a trusted advisor to IT leaders, service owners, and business stakeholders.
* Facilitate workshops to gather requirements and define service management roadmaps.
* Provide technical leadership and mentoring to JSM administrators, developers, and support teams.Support pre-sales, solution assessments, and transformation initiatives where required.
Operations, Governance & Security
* Establish governance around configuration management, change control, and release management.
* Ensure compliance with security, risk, and regulatory requirements.Support platform performance tuning, resilience, and operational readiness.
Required Skills & Qualifications
Technical & Domain Expertise
* Extensive hands‐on experience with Jira Service Management (Cloud and/or Data Center).
* Strong understanding of ITSM / ITIL v3 or ITIL 4 principles and practices.
* Experience architecting CMDB and Asset Management solutions.
* Knowledge of Atlassian ecosystem tools (Jira Software, Confluence, Assets, Opsgenie, Compass).
* Strong experience with system integrations, REST APIs, and automation.
Professional Experience
* 8+ years in IT Service Management and service delivery roles.
* 3+ years in a solution or platform architect role for JSM or equivalent ITSM tools.
* Proven experience delivering large-scale ITSM or ESM transformations.
Equal Opportunity Employer
TCS is an equal opportunity employer. All qualified applicants will be considered without regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by applicable law.
Note: Compensation details are accurate as of this posting and may be adjusted in line with Australian laws and market conditions. Applicants may be asked to attend interviews in person or via video conference and present valid identification during the process.
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