Atlassian Certified ITSM Consultant

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…