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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Jira Service Management (JSM) Administrator Solution Architect - **Company:** The Smart - **Location:** United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** JIRA, Cloud Computing, Configuration Management Databases, Data Centers, Monitoring of Systems, Knowledge Management, Service Design, Atlassian Tools - **Published:** September 11, 2026 - **Apply:** https://www.thejobnetwork.com/job/4fa3de91-344d-4ea1-b0a9-ee9fbf4b6370/lead-jsm-solution-architect ## About the Role * Strong hands-on experience administering Jira Service Management * Proven experience designing and implementing ITSM processes within JSM * Deep expertise configuring workflows, SLAs, queues, automations, and service portals * Ability to translate business and service requirements into scalable technical solutions * Strong communication skills with both technical and non-technical stakeholders * Experience supporting enterprise or multi-team service environments Preferred Qualifications * Atlassian certifications related to Jira or Jira Service Management * ITIL knowledge or practical ITSM experience * Experience working with CMDB or asset management solutions * Experience with advanced automation rules and JSM reporting capabilities * Experience supporting Jira Service Management Cloud or Data Center environments * Consulting or client-facing experience Core Skills & Attributes * Strong architectural and system design mindset * Hands-on, delivery-focused approach * Ability to operate as both lead developer and solution advisor * Strong stakeholder management and facilitation skills * Attention to governance, scalability, and long-term maintainability ## Description The Jira Service Management (JSM) Administrator Solution Architect is responsible for leading the design, configuration, and governance of enterprise service management solutions. This role combines hands-on JSM administration with solution architecture and advisory responsibilities, ensuring service operations are scalable, efficient, and aligned with ITSM best practices. The position serves as a trusted advisor to IT and business stakeholders, translating service requirements into practical, sustainable Jira Service Management solutions., Jira Service Management Administration * Administer and maintain Jira Service Management projects, portals, workflows, queues, and request types * Configure and optimize SLAs, automations, notifications, and permissions * Manage roles and access for agents, customers, and stakeholders * Ensure platform stability, performance, and licensing compliance * Support ITSM processes including Incident, Request, Problem, Change, and Knowledge Management Solution Architecture & Design * Design scalable Jira Service Management solutions aligned with ITSM best practices * Architect intuitive service portals and request catalogs * Define reusable standards, templates, and configuration patterns * Evaluate and recommend Jira native capabilities, marketplace applications, and enterprise integrations * Translate business and service requirements into maintainable JSM configurations Process Enablement & ITSM Maturity * Drive adoption of mature ITSM practices within Jira * Advise on service design, prioritization models, escalation paths, and approval workflows * Optimize workflows and automations to support continuous improvement * Support integrations with monitoring tools, identity systems, and CMDB or asset platforms Reporting & Analytics * Design dashboards and reports to support operational and leadership visibility * Track and report on SLA performance, service demand trends, and service health metrics * Ensure auditability and traceability across service workflows Stakeholder Engagement & Enablement * Serve as the Jira Service Management subject matter expert across the organization * Lead requirements gathering sessions and solution design workshops * Provide training, documentation, and ongoing support to service owners and users * Balance flexibility, usability, and governance to drive adoption ## Related Videos - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [The Sustainability Race: AI's Promises, Pitfalls and Potential](https://www.wearedevelopers.com/videos/100155-the-sustainability-race-ai-s-promises-pitfalls-and-potential) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [A Developer's Framework for Any Tool Migration](https://www.wearedevelopers.com/videos/2035-a-developer-s-framework-for-any-tool-migration) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Should Tech Managers Be Developers First? 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