Jira Service Management Consultant

Key Responsibilities

• Lead the end-to-end migration from Zendesk to Jira Service Management.
• Assess and document current Zendesk workflows, automations, forms, SLAs, and reporting.
• Configure and customize Jira Service Management to meet business requirements.
• Plan and execute data migration, including tickets, knowledge base content, users, and historical records.
• Design and implement request types, queues, workflows, automations, and reporting dashboards.
• Partner with stakeholders to gather requirements and recommend best practices.
• Provide post-migration support, troubleshooting, and optimization.

Qualifications

• Proven experience leading Zendesk-to-JSM migrations.
• Strong hands-on expertise with Jira Service Management and Atlassian administration.
• Experience with workflow design, automation, integrations, and data migration.
• Ability to work independently and manage multiple stakeholders.
• Excellent communication and documentation skills.
• Strong experience with ITSM and ITIL process design and implementation.
• Hands-on experience integrating third-party ticketing systems.