Senior Solution Consultant - ITSM - North America

Job Summary

As a Senior Solution Consultant – ITSM, you will act as a trusted advisor to our customers, helping them translate business and service management challenges into practical, scalable solutions built on Atlassian tools and industry best practices.

You will lead discovery and solution design, guide customers through ITSM transformation, and own the solution intent throughout delivery. Working closely with Technical Consultants, Technical Architects, Project Managers, Engagement Managers, and Sales, you will ensure solutions remain feasible, aligned with customer needs, and focused on measurable outcomes.

What You’ll Be Working On

Discover & Advise
• Lead discovery and scoping workshops to understand customer objectives, pain points, processes, constraints, maturity, and desired outcomes
• Analyze and challenge existing service management processes and recommend practical improvements based on ITSM and Atlassian leading practices
• Translate customer requirements into solution themes, priorities, success measures, and implementation considerations
• Advise customers across ITSM practices such as incident, request, problem, change, knowledge, asset and configuration management, service portals, and service operations
• Facilitate conversations with business and technical stakeholders and identify where additional specialist expertise is required
Design & Shape Solutions
• Translate business needs into high-level solution designs, roadmaps, configuration blueprints, and implementation-ready recommendations
• Design scalable ITSM solutions leveraging Jira Service Management and the broader Atlassian ecosystem
• Produce clear deliverables including discovery outputs, current-state and future-state process maps, Solution Design Documents, requirements, acceptance criteria, decision logs, and requirements traceability
• Document assumptions, dependencies, design decisions, trade-offs, and unresolved questions to maintain a shared understanding of the solution
• Collaborate with Technical Consultants and Technical Architects to validate feasibility, scalability, integrations, automation, reporting, and platform constraints
Own & Guide Delivery
• Own the solution intent throughout the project lifecycle, ensuring requirements, design decisions, acceptance criteria, and business outcomes remain visible during delivery
• Support delivery teams by clarifying business context, requirements, design rationale, and customer priorities when questions or trade-offs arise
• Facilitate solution checkpoints, design reviews, and working sessions with business and technical stakeholders
• Partner with Project Managers and Technical Leads to maintain alignment between the approved solution design and delivered outcomes
• Help ensure solutions remain appropriate for the customer’s maturity, constraints, and stated success measures
Support Pre-Sales & Client Growth
• Support pre-sales activities with discovery insights, solution recommendations, effort assumptions, delivery considerations, and scope clarification
• Contribute to proposals and Statements of Work where solution design, assumptions, acceptance criteria, dependencies, or delivery risks need to be clarified
• Identify gaps, risks, dependencies, and scope boundaries before opportunities transition into delivery
• Build and maintain trusted customer relationships throughout the engagement lifecycle
• Identify opportunities for optimization, expansion, or follow-on advisory work and collaborate with the appropriate Sales or Engagement owner
Contribute & Grow
• Mentor Consultants on discovery, advisory practices, solution documentation, and customer-facing communication
• Contribute to internal playbooks, discovery frameworks, reusable ITSM solution assets, process maps, and delivery templates
• Share knowledge and leading practices across the Solution Consulting and wider Delivery teams
• Use approved AI tools responsibly to accelerate analysis, documentation, synthesis, quality review, and knowledge reuse while ensuring outputs remain accurate and customer-specific
• Stay current with developments across the Atlassian ecosystem and trends in ITSM, ESM, Agile, Work Management, automation, reporting, and enterprise collaboration
• Maintain and develop your expertise through continuous learning and relevant certifications

To succeed in this role, you bring :

• Significant experience in ITSM consulting, solution consulting, or service management transformation
• Strong knowledge of Jira Service Management and the Atlassian ecosystem
• Demonstrated experience leading customer discovery, requirements, and solution design workshops
• Strong understanding of ITSM practices, including incident, request, problem, change, knowledge, asset and configuration management
• Experience translating complex business requirements into practical solution designs and implementation recommendations
• Experience producing high-quality customer-facing solution documentation, process maps, requirements, and acceptance criteria
• Ability to balance customer expectations, business outcomes, platform capabilities, technical constraints, and delivery realities
• Experience collaborating with technical consultants, architects, project managers, and commercial teams
• Experience mentoring or supporting the development of less experienced consultants
• Atlassian and/or ITIL certifications are a plus
Your strengths
• Strong analytical and problem-solving skills
• Excellent facilitation, communication, and stakeholder management abilities
• Ability to engage confidently with both business and technical stakeholders
• Consultative mindset with the ability to challenge constructively and influence decisions
• Ability to simplify complex requirements and turn them into clear, actionable solutions
• Strong sense of ownership while working collaboratively across multidisciplinary teams
• Proactive and pragmatic approach to solving customer challenges
• Attention to detail and commitment to high-quality deliverables
• Customer-focused approach with a strong orientation toward measurable outcomes
• Ability to mentor and support the growth of other consultants
 
To qualify, applicants must be legally authorized to work in the United States and should not require, now or in the future, sponsorship for employment visa status. 
Your Team and Partners
• Director of Solution Consulting – your line manager
• Sales and Pre-Sales teams
• Technical Consultants and Technical Architects
• Project Managers and Engagement Managers
• Wider Delivery Team

Why you should apply ?

Our team members are our greatest asset and we work hard to ensure that Valiantys is not only a great place to work, but also a platform for you to grow.

Sense. We're committed to giving you the level of information you need to make sense of your assignments. You will witness the impact of your actions.

Training. We will provide you with the necessary time and budget to help you develop your skills and continue to build your career.

Flexibility. We understand that life is all about balance and we offer you the flexibility and support to help you maintain balance across the different pillars of your life.

What we offer - Employee Perks & Benefits

Competitive compensation with an annual performance-based bonus

Comprehensive Health Insurance401(k) with Company Match

Generous Paid Time Off (PTO) - 4 weeks per year, plus public holidays

A flexible remote work policy

A multicultural and international team environment