Atlassian ITSM Consultant

The Company Lighthouse B is a remote-first ITSM consultancy and Atlassian Solution Partner specializing in IT Service Management (ITSM) and Jira Service Management (JSM) deployments. Deep ITIL practice knowledge meets hands-on Atlassian expertise — and Forge apps get built alongside client work. A small, senior team scaling deliberately, with three open roles now.

The Role You own delivery. You turn a signed Statement of Work into a JSM deployment that lands on time, in scope, and with a happy client — coordinating consultants, managing the customer relationship, and keeping risk visible before it becomes a problem. You're technical enough to challenge a scope assumption or read a workflow design, but your craft is delivery, not configuration.

What You'll Own

  • JSM configuration to spec: request types, workflows, SLAs, automation rules, queues, and portals.
  • Client workshops and requirements-gathering, supporting or co-leading sessions.
  • Clear documentation of configuration and design decisions.
  • End-user and admin training and enablement.
  • Testing, validation, and post-go-live support.
What You'll Bring
  • 2+ years configuring Jira / Jira Service Management, or strong hands-on platform experience plus a fast learning curve.
  • 2+ years of consulting experience. You have comfort in front of clients: you can run a workshop and explain a configuration choice in plain language.
  • Understanding and experience with ITSM concepts and processes — service requests, incidents, SLAs, change management.
  • Strong documentation habits and attention to detail.
Bonus
  • ITIL 4 Foundation, or ACP-420 in progress.
  • Experience with JSM automation or Assets.
  • A scripting/development background — we build Forge apps, so curiosity here is a plus.
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