Senior Solution Consultant – ITSM

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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 service management processes and recommend improvements based on ITSM and Atlassian practices • Translate customer requirements into solution themes, priorities, success measures, and implementation considerations • Advise customers across incident, request, problem, change, knowledge, asset and configuration management, service portals, and service operations • Translate business needs into high-level solution designs, roadmaps, configuration blueprints, and implementation-ready recommendations • Design scalable ITSM solutions using Jira Service Management and the Atlassian ecosystem • Produce discovery outputs, process maps, Solution Design Documents, requirements, acceptance criteria, decision logs, and traceability documentation • Collaborate with Technical Consultants and Technical Architects to validate feasibility, scalability, integrations, automation, reporting, and platform constraints • Own solution intent throughout the project lifecycle and support delivery teams with business context, requirements, and design rationale • Facilitate solution checkpoints, design reviews, and working sessions • Partner with Project Managers and Technical Leads to align approved designs with delivered outcomes • Support pre-sales through discovery insights, solution recommendations, effort assumptions, delivery considerations, proposals, and Statements of Work • Identify risks, dependencies, scope boundaries, optimization opportunities, expansion opportunities, and follow-on advisory work • Build and maintain trusted customer relationships • Mentor Consultants and contribute to internal playbooks, discovery frameworks, reusable ITSM assets, process maps, and delivery templates • Share knowledge and leading practices across Solution Consulting and Delivery teams • Use approved AI tools responsibly for analysis, documentation, synthesis, quality review, and knowledge reuse • Stay current with Atlassian, ITSM, ESM, Agile, Work Management, automation, reporting, and collaboration trends

🎯 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 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 less experienced consultants • Strong analytical and problem-solving skills • Excellent facilitation, communication, and stakeholder management abilities • Ability to engage with business and technical stakeholders • Consultative mindset and ability to influence decisions • Ability to simplify complex requirements into actionable solutions • Attention to detail and commitment to high-quality deliverables • Customer-focused approach oriented toward measurable outcomes • Must be legally authorized to work in the United States • Must not require now or in the future sponsorship for employment visa status • Atlassian and/or ITIL certifications are a plus

🏖️ Benefits

• Competitive compensation with an annual performance-based bonus • Comprehensive Health Insurance • 401(k) with Company Match • Generous Paid Time Off (PTO) - 4 weeks per year, plus public holidays • A flexible remote work policy • A multicultural and international team environment • Training time and budget for skills and career development • Flexibility and support to maintain work-life balance