Senior ITSM Consultant

Summary

Join The Adaptavist Group as a Senior ITSM Technical Consultant and become the architect of smart service solutions using Jira Service Management, Assets, Assets Data Manager, and Opsgenie. You will collaborate with clients, gather requirements, and propose tailored solutions leveraging expertise in ITSM and Atlassian products. Responsibilities include acting as a trusted advisor, developing high-level architecture, implementing solutions, configuring Atlassian products, and integrating them with other systems. You will also support pre-sales activities, travel to client sites, and contribute to the practice's development. This role requires proven consulting experience with Atlassian tools, ITIL knowledge, strong communication skills, and the ability to lead engagements and build client relationships. The ideal candidate will also possess experience with REST APIs and scripting languages.

Requirements

• German and english profcient
• Proven experience in consulting with a strong focus on the Atlassian toolset
• Ability to autonomously lead engagements, drive customer relationships, and deliver high-quality solutions
• Ability to adapt to evolving business and technology landscapes, embracing new tools and practices as the role progresses
• Knowledge of ITIL and its application in ITSM and ESM
• Ability to effectively communicate with stakeholders and present solutions
• Experience supporting pre-sales, particularly in the early stages of the sales cycle and in fixed-price packaged offerings
• Ability to thrive in a consulting environment, contributing to business development, securing contracts, and ensuring billability through efficient time management
• An ability to think innovatively and creatively to develop innovative solutions and new offerings
• Team player and strong collaboration skills
• Self-starting, strongly ambitious and tenacious

Responsibilities

• ESM/ITSM Solution Consultancy
• Collaborate with clients to gather and analyze requirements, leveraging expertise in ITSM and Atlassian products to propose tailored solutions
• Act as a trusted advisor to customers, providing guidance on ITSM and ESM best practices using the ITIL framework
• Develop high-level architecture and implement the best delivery approaches, adapting solutions when necessary to best fit the client’s needs
• Configure advanced technical solutions to meet specific client requirements or complex processes such as Assets Managements, System integrations, task automations
• Support the development of the practice through internal initiatives, upskilling, and expanding expertise into emerging products such as ServiceNow
• Support pre-sales activities by defining scope, providing estimates, and contributing to high level solution design
• Travel to client sites as necessary for key meetings and/or events
• Solution Implementation and Delivery
• Configure Atlassian solutions, including portals, request types, workflows, automation, assets schemas, API connectors
• Implement core ITIL processes such as service requests, incident management, change management, and problem management
• Implement more advanced ITSM systems, focusing on assets management or event and incident management using tools like Opsgenie and Assets
• Integrate Atlassian products with other systems via REST APIs
• Occasionally manage migrations as part of broader implementation projects

Preferred Qualifications

• Experience with web integration using Rest APIs
• Scripting experience with a language like Groovy or Python
• Pre-sales experience
• Experience with requirements gathering and analysis
• Experience within a fast-paced, fast-growth tech start-up environment
• Understanding of non-functional requirements for application scalability, availability, and security

Benefits

• We offer a generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team
• We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices
• Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS