Senior Consultant – ITSM/ESM Practice

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🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

💼 Consultant

👻 Ghost score 10%

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Valiantys - Atlassian Platinum Solution Partner

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Valiantys is an Atlassian Platinum Solution Partner that specializes in delivering customized consulting services to boost productivity and transform businesses using Atlassian tools. They offer a range of services including enterprise agility, cloud migration, IT service management, and managed services. Valiantys has extensive expertise in helping organizations implement and optimize Atlassian software to improve team collaboration and agility. They have worked with diverse industries such as consumer business, financial services, and technology. With a global presence and a strong reputation, Valiantys helps organizations of all sizes achieve their digital transformation goals.

📋 Description

• Lead discovery and scoping workshops to understand customer objectives, pain points, processes, constraints, maturity, and desired outcomes • Analyze and challenge existing service management processes and recommend practical improvements based on ITSM and Atlassian leading practices • Translate customer requirements into solution themes, priorities, success measures, and implementation considerations • Advise customers across ITSM practices including incident, request, problem, change, knowledge, asset and configuration management, service portals, and service operations • Facilitate conversations with business and technical stakeholders and identify where additional specialist expertise is required • Translate business needs into high-level solution designs, roadmaps, configuration blueprints, and implementation-ready recommendations • Design scalable ITSM solutions leveraging Jira Service Management and the broader Atlassian ecosystem • Produce discovery outputs, process maps, Solution Design Documents, requirements, acceptance criteria, decision logs, and requirements traceability • Document assumptions, dependencies, design decisions, trade-offs, and unresolved questions • Collaborate with Technical Consultants and Technical Architects to validate feasibility, scalability, integrations, automation, reporting, and platform constraints • Own the solution intent throughout the project lifecycle • Support delivery teams by clarifying business context, requirements, design rationale, and customer priorities • Facilitate solution checkpoints, design reviews, and working sessions • Partner with Project Managers and Technical Leads to align approved solution designs with delivered outcomes • Support pre-sales activities, proposals, and Statements of Work • Identify gaps, risks, dependencies, scope boundaries, optimization opportunities, and follow-on advisory work • Build and maintain trusted customer relationships throughout the engagement lifecycle • Mentor Consultants and contribute to internal playbooks, discovery frameworks, reusable ITSM assets, process maps, and delivery templates • Use approved AI tools responsibly for analysis, documentation, synthesis, quality review, and knowledge reuse • Stay current with the Atlassian ecosystem and trends in ITSM, ESM, Agile, Work Management, automation, reporting, and enterprise collaboration • Maintain and develop expertise through continuous learning and relevant certifications

🎯 Requirements

• Significant experience in ITSM consulting, solution consulting, or service management transformation • Strong knowledge of Jira Service Management and the Atlassian ecosystem • Demonstrated experience leading customer discovery, requirements, and solution design workshops • Strong understanding of ITSM practices, including incident, request, problem, change, knowledge, asset and configuration management • Experience translating complex business requirements into practical solution designs and implementation recommendations • Experience producing high-quality customer-facing solution documentation, process maps, requirements, and acceptance criteria • Ability to balance customer expectations, business outcomes, platform capabilities, technical constraints, and delivery realities • Experience collaborating with technical consultants, architects, project managers, and commercial teams • Experience mentoring or supporting the development of less experienced consultants • Strong analytical and problem-solving skills • Excellent facilitation, communication, and stakeholder management abilities • Ability to engage confidently with both business and technical stakeholders • Consultative mindset with the ability to challenge constructively and influence decisions • Ability to simplify complex requirements and turn them into clear, actionable solutions • Strong sense of ownership while working collaboratively across multidisciplinary teams • Proactive and pragmatic approach to solving customer challenges • Attention to detail and commitment to high-quality deliverables • Customer-focused approach with a strong orientation toward measurable outcomes • Ability to mentor and support the growth of other consultants • Atlassian and/or ITIL certifications are a plus

🏖️ Benefits

• Continuous development through training, certifications, and communities • Hybrid work model supporting work-life balance • International and multicultural environment • Flexible remote work policy • Meal vouchers • 100% covered health insurance (for you and your family) • Choice of equipment (PC or Mac) • Supportive and collaborative culture