Jira Service Manager Architect

About the role

Excel Nearshore is looking for an experienced Jira Service Management (JSM) Architect to lead a multi‑wave, 36‑week transformation for a global manufacturer. The role is fully remote from Costa Rica and involves migrating from ManageEngine, moving over 100,000 historical tickets, and improving ITSM processes to reduce ticket volume and mean time to resolution.

Key responsibilities

• Own the full project lifecycle across several migration waves, maintain master plan, RAID log, and conduct wave sign‑off ceremonies.
• Lead weekly status calls, monthly steering reviews, and enforce gating criteria before each phase.
• Assess ManageEngine gaps and implement JSM remediation, including mandatory intake fields, NLP auto‑routing, and a P1–P4 SLA framework.
• Drive ITIL/ITSM processes for Incident, Problem, Change (CAB), and Service Request Management.
• Oversee data migration, re‑categorize tickets to JSM taxonomy, and build a CMDB of 450+ VMs.
• Coordinate Day 1 integrations such as Microsoft Entra SSPR, JML automation, and SolarWinds to JSM AIOps pipeline.
• Act as primary liaison between Excel Nearshore delivery teams and client IT leadership across NA, EMEA, and APAC.

Required profile

• 5+ years of Jira Service Management administration, engineering, and configuration.
• 2+ years leading enterprise‑scale ITSM platform migrations.
• Experience with comparable platforms (e.g., ManageEngine) and familiarity with regulated environments (SOX, FDA) is a strong plus.
• Proven ability to manage global, multi‑time‑zone delivery teams and large‑scale ticket data migrations (50K+ records).

Required skills

• Jira Service Management (JSM)
• ManageEngine
• ITIL framework
• Oracle EBS
• Salesforce Field Service Lightning (FSL)
• Microsoft Entra
• SolarWinds
• Natural Language Processing (NLP) for auto‑routing
• AIOps pipelines
• CMDB design and implementation

What we offer

• Fully remote work arrangement
• Full‑time payroll with benefits