Atlassian Certified ITSM Consultant
About this role
Abacus | Atlassian Certified ITSM Consultant (Jira Administrator with Technical Depth)
Location: Islamabad, Pakistan (on-site)
Engagement Type: Contract — 6 months, extendable by an additional 6 months based on performance and business need.
Experience Level: 3–5 years
WHO WE ARE
At Abacus, we specialize in technology, outsourcing, and people solutions, bringing nearly 40 years of experience shaped alongside the organizations we support. As a global professional services leader, our focus remains on providing bespoke solutions that enable organizations to create the future of business and embrace change for sustainable growth, powered by a global team of over 5,000 people.
WHAT WE DO
Across digital transformation, emerging technologies, SAP enterprise solutions, outsourcing, and human capital, we support organizations in building environments that operate effectively and scale with the business. Today, this extends to more than 1,500 enterprise clients, where the focus remains on creating systems that are not only functional, but ready to adapt and evolve over time.
About the Role
We are seeking an Atlassian Certified ITSM Consultant to implement, administer, and support enterprise IT Service Management solutions on the Atlassian platform. This is a hands-on role that is primarily ITSM/administration-focused, with an expectation that the candidate can also step into light solution design, scripting, and integration work when a project calls for it — rather than a pure administrator who only executes pre-defined configurations.
Key Responsibilities
Core ITSM & Administration (primary focus)
- Implement and administer Jira Service Management, Jira Software, Confluence, and Jira Assets (CMDB) for enterprise clients.
- Configure workflows, request types, forms, SLAs, and automation rules across Incident, Change, Problem, Service Request, and Asset Management processes.
- Design and maintain JQL/AQL queries, dashboards, and reports for operational visibility.
- Build and maintain Assets/CMDB schemas, including asset lifecycle tracking, ownership history, and approval matrices.
- Configure SLA escalation rules with proactive, threshold-based breach notifications (e.g., 50/80/100%).
- Support production deployments and UAT cycles, coordinating directly with client stakeholders.
- Apply ITIL best practices across all core service management processes.
- Document configurations and produce Admin, Agent, and End-User guides on Confluence.
Technical / Solution Design (secondary, "flavour" responsibilities)
- Build dynamic, multi-category service catalogs with conditional forms and tiered approval workflows.
- Use JMWE (and, where needed, ScriptRunner) for approval logic, transition validations, and automation beyond native Jira capability.
- Configure Refined customer portals and support SSO/IdP integration (e.g., Atlassian Guard) where required.
- Set up eazyBI dashboards or contribute data sources for Power BI/Qlik reporting.
- Support data migration of legacy CMDB/service catalog data into Jira Assets.
- Contribute to lightweight requirements documentation (BRS/SRS-style) when scoping new service catalog items or workflow changes.
Required Skills & Experience
- 3–5 years of hands-on experience administering Jira Service Management, Jira Software, and Confluence.
- Proven experience with Jira Assets (CMDB) — schema design, lifecycle automation, and AQL-based reporting.
- Strong command of JQL, with working knowledge of AQL.
- Experience configuring Jira Automation, SLAs, workflows, and dynamic/conditional forms.
- Exposure to JMWE; ScriptRunner experience is a strong plus but not mandatory.
- Working knowledge of REST APIs, JSON, and CSV data import/migration.
- Familiarity with Microsoft Entra ID or equivalent identity provider integration.
- Solid understanding of ITIL processes (Incident, Change, Problem, Service Request, Asset Management).
- Comfortable working in Agile/Scrum delivery environments.
Preferred / Nice-to-Have
- Experience with Refined portals and eazyBI or Power BI/Qlik reporting.
- Exposure to BigPicture for project/portfolio planning.
- Basic familiarity with a scripting or full-stack technology (e.g., .NET Core, Angular, Java, Python) — useful for integration conversations, not a core job requirement.
- Prior delivery experience in regulated or high-compliance sectors (pharma, mining, financial services).
Required Certifications / Accreditations (must hold at least one)
- Atlassian Certified ITSM Specialist
- ACH-815 JSM Fundamentals with AI
- ACA-910 ITSM Foundations
- Service Management Technical Delivery Accreditation
- ACP-420 Jira Service Project Manager
Education
- Bachelor's degree in Computer Science, Software Engineering, or a related field.
Abacus | Enabling Organizations to Create the Future of Business
Company at a glance
For nearly 40 years, Abacus has been offering cutting-edge business solutions helping organisations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus has a deep scale, is industry focused and technology driven with a world class delivery capability. We help to transform the businesses of clients who want to be leaders in their industry.
Abacus is founded on one simple belief, that change is the only constant in our world and that as enterprises and individuals, we must all respond to change with vision, courage and integrity. We are passionate about being partners to our clients, as advisers, consultants, technology specialists, systems integrators and outsourcers. For the people at Abacus, fulfillment is seeing our clients transform into truly great organisations.
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