ITSM Manager
Apply NowCompany: Talent Space, Inc.
Location: Agoura Hills, CA 91301
Description:
Talent Space, Inc. is seeking a skilled hands-on ITSM Manager to join their team, responsible for designing, configuring, and maintaining IT Service Management (ITSM) processes within the Atlassian Cloud ecosystem, including JIRA, Confluence, and Atlassian Service Management (JSM).
RESPONSIBILITIES
o Lead the migration from ServiceNow to the Atlassian Suite, ensuring a seamless transition while optimizing ITSM workflows, enhancing automation, and ensuring system stability.
o Design, configure, maintain, and optimize JIRA, Confluence, and Jira Service Management (JSM) environments.
o Define ITSM strategies and workflows aligned with industry best practices (ITIL, COBIT).
o Develop automated workflows, SLAs, and escalations to improve service efficiency.
o Lead the end-to-end migration from ServiceNow to Atlassian JIRA Service Management.
o Analyze, map, and migrate ITSM processes, including Incident, Problem, Change, Service Request, and CMDB data.
o Develop custom scripts, API integrations, and automation to support migration and data transformation.
o Work closely with stakeholders, Service Desk, and DevOps teams to ensure business continuity during migration.
o Provide post-migration support and optimization, ensuring Atlassian tools meet organizational needs.
o Set up and manage projects, boards, workflows, permissions, and schemes.
o Customize JIRA dashboards, filters, and reports using JQL to support ITSM operations.
o Implement and manage automation within JIRA to streamline processes.
o Configure spaces, permissions, templates, and page structures to enhance knowledge sharing and documentation.
o Integrate Confluence with JIRA and other tools to ensure seamless collaboration.
o Maintain knowledge base documentation to enhance self-service capabilities.
Atlassian Service Management (JSM) / ITSM Capabilities
o Develop and manage ITSM processes, including Incident, Problem, Change, and Service Request Management.
o Design and configure CMDB (Configuration Management Database) in JSM.
o Create service desk portals, configure queues, and define SLAs for efficient service operations.
o Drive post-mortem reviews and implement root cause analysis processes.
o Provide technical support and guidance to IT teams and end-users.
o Conduct training sessions and workshops to enhance the adoption of Atlassian tools.
o Act as a liaison between IT and business units, ensuring ITSM solutions align with organizational needs.
o Develop and manage integrations with third-party tools to extend functionality.
o Implement JIRA Automation rules, scripts (Groovy, JavaScript, PowerShell), and API integrations to optimize processes and reduce manual effort.
o Ensure seamless DevOps and Agile integrations within ITSM frameworks.
o Ensure compliance with internal security policies and best practices.
o Manage user roles, permissions, and access controls across the Atlassian suite.
o Implement governance frameworks to ensure ITSM regulatory compliance.
o Monitor system health and stability, proactively identifying and resolving performance issues.
o Define and track ITSM KPIs (e.g., MTTR, SLA compliance, and incident resolution times).
o Generate periodic usage, performance, and ITSM effectiveness reports.
o Plan and execute platform enhancements with minimal user disruption.
o Stay up to date with the latest Atlassian Cloud features and implement relevant improvements.
QUALIFICATIONS
o 5+ years of experience in ITSM management, implementation, and administration.
o Proven experience migrating from ServiceNow to Atlassian Jira Service Management (JSM).
o Strong knowledge of ITIL v3/v4 frameworks and best practices. o Expertise in Atlassian Jira, Jira Service Management (JSM), Confluence, and CMDB.
o Experience designing and implementing Jira Service Management's CMDB and discovery capabilities.
o Hands-on experience with JIRA Service Management automation, scripting (Groovy, JavaScript, PowerShell), and API integrations.
o Experience in mapping, data migration, and process transformation for ITSM platforms.
o Ability to design and manage JQL queries, dashboards, and reports.
o Strong stakeholder management and communication skills.
o Experience integrating Atlassian Suite with monitoring tools (e.g., Splunk, ServiceNow, SolarWinds).
o Familiarity with Agile, DevOps methodologies, and cloud platforms (AWS, Azure).
Strong problem-solving and troubleshooting skills for complex ITSM challenges.
Excellent communication and collaboration skills to work with cross-functional teams.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Expertise in JIRA automation, workflow configuration, and ITSM process optimization.
Experience designing and executing large-scale ITSM migrations.
RESPONSIBILITIES
o Lead the migration from ServiceNow to the Atlassian Suite, ensuring a seamless transition while optimizing ITSM workflows, enhancing automation, and ensuring system stability.
o Design, configure, maintain, and optimize JIRA, Confluence, and Jira Service Management (JSM) environments.
o Define ITSM strategies and workflows aligned with industry best practices (ITIL, COBIT).
o Develop automated workflows, SLAs, and escalations to improve service efficiency.
o Lead the end-to-end migration from ServiceNow to Atlassian JIRA Service Management.
o Analyze, map, and migrate ITSM processes, including Incident, Problem, Change, Service Request, and CMDB data.
o Develop custom scripts, API integrations, and automation to support migration and data transformation.
o Work closely with stakeholders, Service Desk, and DevOps teams to ensure business continuity during migration.
o Provide post-migration support and optimization, ensuring Atlassian tools meet organizational needs.
o Set up and manage projects, boards, workflows, permissions, and schemes.
o Customize JIRA dashboards, filters, and reports using JQL to support ITSM operations.
o Implement and manage automation within JIRA to streamline processes.
o Configure spaces, permissions, templates, and page structures to enhance knowledge sharing and documentation.
o Integrate Confluence with JIRA and other tools to ensure seamless collaboration.
o Maintain knowledge base documentation to enhance self-service capabilities.
Atlassian Service Management (JSM) / ITSM Capabilities
o Develop and manage ITSM processes, including Incident, Problem, Change, and Service Request Management.
o Design and configure CMDB (Configuration Management Database) in JSM.
o Create service desk portals, configure queues, and define SLAs for efficient service operations.
o Drive post-mortem reviews and implement root cause analysis processes.
o Provide technical support and guidance to IT teams and end-users.
o Conduct training sessions and workshops to enhance the adoption of Atlassian tools.
o Act as a liaison between IT and business units, ensuring ITSM solutions align with organizational needs.
o Develop and manage integrations with third-party tools to extend functionality.
o Implement JIRA Automation rules, scripts (Groovy, JavaScript, PowerShell), and API integrations to optimize processes and reduce manual effort.
o Ensure seamless DevOps and Agile integrations within ITSM frameworks.
o Ensure compliance with internal security policies and best practices.
o Manage user roles, permissions, and access controls across the Atlassian suite.
o Implement governance frameworks to ensure ITSM regulatory compliance.
o Monitor system health and stability, proactively identifying and resolving performance issues.
o Define and track ITSM KPIs (e.g., MTTR, SLA compliance, and incident resolution times).
o Generate periodic usage, performance, and ITSM effectiveness reports.
o Plan and execute platform enhancements with minimal user disruption.
o Stay up to date with the latest Atlassian Cloud features and implement relevant improvements.
QUALIFICATIONS
o 5+ years of experience in ITSM management, implementation, and administration.
o Proven experience migrating from ServiceNow to Atlassian Jira Service Management (JSM).
o Strong knowledge of ITIL v3/v4 frameworks and best practices. o Expertise in Atlassian Jira, Jira Service Management (JSM), Confluence, and CMDB.
o Experience designing and implementing Jira Service Management's CMDB and discovery capabilities.
o Hands-on experience with JIRA Service Management automation, scripting (Groovy, JavaScript, PowerShell), and API integrations.
o Experience in mapping, data migration, and process transformation for ITSM platforms.
o Ability to design and manage JQL queries, dashboards, and reports.
o Strong stakeholder management and communication skills.
o Experience integrating Atlassian Suite with monitoring tools (e.g., Splunk, ServiceNow, SolarWinds).
o Familiarity with Agile, DevOps methodologies, and cloud platforms (AWS, Azure).
Strong problem-solving and troubleshooting skills for complex ITSM challenges.
Excellent communication and collaboration skills to work with cross-functional teams.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Expertise in JIRA automation, workflow configuration, and ITSM process optimization.
Experience designing and executing large-scale ITSM migrations.