DesIDEA Software Technologies - Senior Jira Architect - ITSM (10-12 yrs)

Job Description :

JIRA and JSM Architect with the strong knowledge in IT Service Management (ITSM) to manage the IT Services like :

1. Help Desk Setup

2. Incident Management

3. Problem Management

4. Change management.

5. Configuration Management

6. Knowledge Management

7. Release Management

8. Asset Management

- Assess current workflows and processes in existing Service Desk versioning, and performing a gap analysis of requirements needed for successful implementation of Jira Service Desk.

- Work with a Cross-Functional teams, Product Owners and Business Teams to gather requirements and inputs to establish JIRA and JSM workflows, dashboards, and reports.

- Develop and enhance JIRA and JSM workflows, permission schemes, notification schemes, customized pages for company-wide use.

- Manage the entire product lifecycle of JIRA and JSM, from implementation to maintenance and enhancements.

- Develop and enhance JIRA and JSM workflows, permission schemes, notification schemes, customized pages for company-wide use.

- Experience in :

1. JSM Service Desk Product SME

2. JSM Service Desk Cloud product experience

3. JSM implementation experience

- Responsible for IT Service Management Modernization and Transformation across the organization.

- Assess current IT Service Management Processes and identify gaps.

- Develop and implement new ITSM Processes adhering to ITIL standards.

- Collaborate with Senior Executive, Product Owners, Security Experts, Infrastructure Teams and Release Management to ensure process alignment with business goals.

- Knowledge in Designing and Aligning the Project Management and Service Desk Tools (Jeera Service Management) with organization needs.

- Design, Setup and Manage Service/Help Desk System.

- Design and set up Self-Service with Integrated Service Catalogue

- Managing Ticketing and Tracking Tools

- Define and Manage Problem Management Process across the Organization

- Define and Manage Incident Management Process across the Organization

- Define and Manage Full Life Cycle Change Management Process across the Organization

- Configuration Management Database (CMDB)

- Asset Management

- Organize Trainings and Manage Knowledgebase

- Create and publish Reports and Dashboards for Analytics

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or related field.

- Certification in ITIL Foundation or higher is preferred.

- Certification in Six Sigma Green Belt or higher is preferred

- Strong Knowledge in ITIL Processes (Process of Service Strategy, Service Design and Service Delivery)

- Knowledge in Six Sigma DMAIC (Define, Measure, Analysis, Improve and Control)