Jira Service Manager Implementation Specialist

About the role

Excel Nearshore is looking for an experienced Jira Service Management (JSM) Implementation Specialist to lead a full‑scale transformation for a global manufacturer. The role will oversee migration from ManageEngine, migrate over 100,000 historical tickets, and drive ITSM process improvements to reduce ticket volume and Mean Time to Resolution.

Key responsibilities

• Own the end‑to‑end project lifecycle across multiple waves, maintaining master plan, RAID log, and wave sign‑off ceremonies.
• Lead weekly status calls, monthly steering reviews, and enforce gating criteria before each phase.
• Assess ManageEngine gaps and design 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 manage CMDB build for 450+ VMs.
• Coordinate Day 1 integrations such as Microsoft Entra SSPR, JML automation, and SolarWinds to JSM AIOps pipeline.
• Serve as primary liaison between Excel Nearshore delivery teams and client IT leadership across NA, EMEA, and APAC.

Required profile

• 5+ years of hands‑on JSM administration, engineering, and configuration.
• 2+ years leading enterprise‑scale ITSM platform migrations.
• Experience managing global, multi‑time‑zone delivery teams and large ticket data migrations (50K+ records).
• Familiarity with regulated environments (SOX, FDA) is a strong plus.

Required skills

• Jira Service Management (JSM)
• ManageEngine
• ITIL / ITSM frameworks
• Oracle EBS
• Salesforce Field Service Lightning (FSL)
• Microsoft Entra (SSPR)
• SolarWinds
• CMDB design and implementation
• NLP auto‑routing
• AIOps pipeline integration