Abacus | Atlassian Certified ITSM Consultant (Jira Administrator with Technical Depth)

Location: Islamabad, Pakistan (on-site)

Engagement Type: Contract — 6 months, extendable by an additional 6 months based on performance and business need.

Experience Level: 3–5 years

WHO WE ARE

At Abacus, we specialize in technology, outsourcing, and people solutions, bringing nearly 40 years of experience shaped alongside the organizations we support. As a global professional services leader, our focus remains on providing bespoke solutions that enable organizations to create the future of business and embrace change for sustainable growth, powered by a global team of over 5,000 people.

WHAT WE DO

Across digital transformation, emerging technologies, SAP enterprise solutions, outsourcing, and human capital, we support organizations in building environments that operate effectively and scale with the business. Today, this extends to more than 1,500 enterprise clients, where the focus remains on creating systems that are not only functional, but ready to adapt and evolve over time.

About the Role

We are seeking an Atlassian Certified ITSM Consultant to implement, administer, and support enterprise IT Service Management solutions on the Atlassian platform. This is a hands-on role that is primarily ITSM/administration-focused, with an expectation that the candidate can also step into light solution design, scripting, and integration work when a project calls for it — rather than a pure administrator who only executes pre-defined configurations.

Key Responsibilities

Core ITSM & Administration (primary focus)

• Implement and administer Jira Service Management, Jira Software, Confluence, and Jira Assets (CMDB) for enterprise clients.
• Configure workflows, request types, forms, SLAs, and automation rules across Incident, Change, Problem, Service Request, and Asset Management processes.
• Design and maintain JQL/AQL queries, dashboards, and reports for operational visibility.
• Build and maintain Assets/CMDB schemas, including asset lifecycle tracking, ownership history, and approval matrices.
• Configure SLA escalation rules with proactive, threshold-based breach notifications (e.g., 50/80/100%).
• Support production deployments and UAT cycles, coordinating directly with client stakeholders.
• Apply ITIL best practices across all core service management processes.
• Document configurations and produce Admin, Agent, and End-User guides on Confluence.

Technical / Solution Design (secondary, "flavour" responsibilities)

• Build dynamic, multi-category service catalogs with conditional forms and tiered approval workflows.
• Use JMWE (and, where needed, ScriptRunner) for approval logic, transition validations, and automation beyond native Jira capability.
• Configure Refined customer portals and support SSO/IdP integration (e.g., Atlassian Guard) where required.
• Set up eazyBI dashboards or contribute data sources for Power BI/Qlik reporting.
• Support data migration of legacy CMDB/service catalog data into Jira Assets.
• Contribute to lightweight requirements documentation (BRS/SRS-style) when scoping new service catalog items or workflow changes.

Required Skills & Experience

• 3–5 years of hands-on experience administering Jira Service Management, Jira Software, and Confluence.
• Proven experience with Jira Assets (CMDB) — schema design, lifecycle automation, and AQL-based reporting.
• Strong command of JQL, with working knowledge of AQL.
• Experience configuring Jira Automation, SLAs, workflows, and dynamic/conditional forms.
• Exposure to JMWE; ScriptRunner experience is a strong plus but not mandatory.
• Working knowledge of REST APIs, JSON, and CSV data import/migration.
• Familiarity with Microsoft Entra ID or equivalent identity provider integration.
• Solid understanding of ITIL processes (Incident, Change, Problem, Service Request, Asset Management).
• Comfortable working in Agile/Scrum delivery environments.

Preferred / Nice-to-Have

• Experience with Refined portals and eazyBI or Power BI/Qlik reporting.
• Exposure to BigPicture for project/portfolio planning.
• Basic familiarity with a scripting or full-stack technology (e.g., .NET Core, Angular, Java, Python) — useful for integration conversations, not a core job requirement.
• Prior delivery experience in regulated or high-compliance sectors (pharma, mining, financial services).

Required Certifications / Accreditations (must hold at least one)

• Atlassian Certified ITSM Specialist
• ACH-815 JSM Fundamentals with AI
• ACA-910 ITSM Foundations
• Service Management Technical Delivery Accreditation
• ACP-420 Jira Service Project Manager

Education

• Bachelor's degree in Computer Science, Software Engineering, or a related field.

Abacus | Enabling Organizations to Create the Future of Business