Solution Architect – ITSM & Jira

About This Role

We are seeking an experienced Solution Architect – ITSM & Jira to design and deliver scalable ITSM and workflow solutions, with a strong focus on Jira-based implementations. The ideal candidate will have deep expertise in ITSM processes, SDLC automation, and DevOps practices , along with strong customer-facing and stakeholder management skills.

Solution Architecture & Delivery

• Design and architect scalable ITSM and workflow solutions, with preference for Jira-based implementations

• Lead end-to-end solution design across incident, problem, change, request, asset, and workflow automation use cases

• Define technical architecture including integrations, data models, security, and performance best practices

• Guide development teams on architecture standards, patterns, and implementation approaches

SDLC Automation & DevOps Enablement

• Architect and implement SDLC automation including CI/CD pipelines, testing automation, release management, and deployment workflows

• Integrate ITSM processes with Jira Software, Bitbucket, Bamboo, GitHub, GitLab, and CI/CD tools

• Drive automation of governance, approvals, quality gates, and release processes

• Promote DevOps and Agile best practices across delivery teams

Customer Success & Adoption

• Act as a customer-facing solution architect during and after project delivery

• Ensure successful adoption of delivered solutions through enablement, best practices, and continuous optimization

• Partner with customers to identify improvement opportunities and roadmap enhancements

• Support change management, training, and operational readiness activities

• Serve as a trusted technical advisor to customer stakeholders, focused on measurable business outcomes

Stakeholder Collaboration

• Collaborate with sales, pre-sales, delivery, and support teams

• Provide architectural input during pre-sales engagements, demos, and solution proposals

• Translate customer business requirements into scalable Jira-centric solutions

Required Skills & Experience

• 8+ years of experience in ITSM, workflow platforms, or enterprise service management

• Strong hands-on experience with Jira Service Management and Jira Software (preferred)

• Proven experience designing ITSM processes (incident, change, problem, request, CMDB/asset management)

• Solid background in workflow automation and orchestration

• Strong experience with SDLC automation, CI/CD pipelines, and DevOps practices

• Excellent customer-facing communication and stakeholder management skills

• Strong understanding of Agile, DevOps, and ITIL frameworks

Nice to Have

• Experience in customer success, post-go-live support, or adoption programs

• Experience with Atlassian ecosystem tools (Confluence, Bitbucket, Assets) is a plus.

• Atlassian or ITIL certifications

• Experience mentoring architects or technical leads

What Success Looks Like

• Jira-based solutions are scalable, maintainable, and aligned with best practices

• Customers achieve high adoption and measurable value from delivered solutions

• Strong, trusted relationships with customer stakeholders

• • Continuous improvement through automation and process optimization