ITSM Platform Architect / Developer

Role Purpose
The ITSM Platform Architect / Developer assesses the Customers business and service-management requirements and translates them into an integrated service-management design using the Atlassian suite, with Jira Service Management (JSM) as the core ITSM platform. The role connects business stakeholders, Service Desk operations, service owners, resolver groups and technical teams, ensuring requirements are mapped through ITIL-aligned processes into practical platform capabilities and measurable operational value.
The role leads the progression from current-state assessment to future-state process design, configuration and implementation, with a strong focus on simplifying service journeys and enabling the Digital Front Door operating model rather than reproducing legacy processes in a recent tool.

Role Outcomes

- Create clear traceability from business requirement to process, JSM capability and business value.
- Design consistent Digital Front Door service experience across IT, Building/Properties, Restaurant Equipment and People/HR service groups.
- Establish ITIL-aligned workflows, controls, ownership, routing, service levels and knowledge practices that support effective Service Desk operations.
- Configure and integrate JSM so that service processes are scalable, measurable and suitable for continual improvement.

Key Responsibilities

1. Business Requirements Assessment and Discovery

- Facilitate structured discovery with the Customer stakeholders, Service Desk teams, service owners and resolver groups.
- Capture business requirements, user journeys, operational pain points, hand-offs, controls, reporting requirements and opportunities for simplification.
- Translate business requirements into functional and technical requirements for JSM configuration and integration.
- Assess requirements across the four service groups: IT, Building/Properties, Restaurant Equipment and People/HR.
- Maintain requirement traceability through process, platform capability and intended operational outcome.

2. ITIL Process Assessment and Design

- Assess existing practices and design pragmatic future-state processes aligned to the agreed Digital Front Door operating model.
- Focus on Incident Management, Major Incident Management, Service Request Management, Problem Management, Change Enablement, Knowledge Management, Service Catalogue, Service Level Management and Continual Improvement.
- Define process ownership,



lifecycle states, decision points, escalation paths, resolver hand-offs and governance controls.

3. Process-to-Platform Mapping

- Map approved processes into JSM portals, request types, issue types, forms, workflows, statuses, queues, resolver groups, approvals, notifications, SLAs and automation.
- Design categorisation, prioritisation, assignment and escalation logic that supports consistent handling across service groups.
- Challenge unnecessary complexity and avoid simply recreating legacy operating practices where simplification or standardisation provides greater value.

4. Digital Front Door Service Experience Design

- Design JSM so users experience a consistent front door regardless of the resolver team or third party responsible for technical remediation.
- Enable end-to-end case tracking, user communication, resolver coordination, escalation and agreed closure through coherent workflow and ownership design.
- Align portal language and request journeys to user needs rather than internal technology structures.

5. JSM Architecture, Configuration and Development

- Own the functional architecture and detailed configuration design for the JSM implementation.
- Configure or guide configuration of workflows, request types, automation, queues, permissions, notifications, SLAs and reporting structures.
- Support configuration validation, system testing, user acceptance activities, deployment readiness and operational handover.
- Maintain platform design integrity and control unnecessary customisation or technical debt.

6. Self-Service, Knowledge and Service Catalogue

- Design self-service capabilities supporting knowledge search, incident and service request submission, ticket status and outage visibility.
- Define a clear service catalogue and request model that reduces user effort and supports consistent fulfilment.
- Embed knowledge requirements into processes, including article creation, availability, maintenance and use by agents and end users.

7. Integration and End-to-End Workflow Design





- Define ITSM-side requirements for integrations with the wider Digital Front Door solution, including contact centre, identity, automation and reporting capabilities.
- Work with solution and integration architects to preserve process integrity across integrated platforms and service hand-offs.
- Define data, event, ticket and status requirements needed to support integrated operational workflows.

8. Reporting, SLA and Value Mapping

- Translate contractual and operational measures into JSM data, workflow and reporting requirements.
- Ensure the design supports analysis of ticket demand, service levels, First Call Resolution, ticket duration, contact channels and operational trends.
- Use process and ticket data to identify opportunities for automation, service improvement and improved user experience.

Key Deliverables
- Business Requirements Catalogue
- Current-State / Future-State Process Assessment
- ITIL Process Maps and Workflow Designs
- Requirements-to-JSM Traceability Matrix
- Digital Front Door Service Catalogue and Request Model
- JSM Solution Architecture and Configuration Design
- Workflow, Queue, SLA and Automation Specifications
- Resolver Group and Routing Model
- Knowledge and Self-Service Design
- Integration Requirements and Interface Specifications
- Reporting, KPI and SLA Requirements
- Configuration, Test and Acceptance Support
- Platform Design Documentation and Operational Handover

Core Skills and Experience
- Strong Jira Service Management platform architecture, configuration and development experience within enterprise ITSM environments.
- Practical understanding of ITIL service-management practices and their translation into executable workflows and operating procedures.
- Business analysis and workshop facilitation skills, including current-state assessment, requirements decomposition and future-state process design.
- Experience designing service catalogues, request models, incident workflows, resolver routing, SLAs, knowledge and reporting.
- Ability to work across business, operational and technical stakeholders and translate between business outcomes and platform design.
- Integration awareness across contact-centre, identity, automation and reporting components within an end-to-end service-management solution.
- Strong documentation, testing and implementation discipline with an emphasis on maintainable configuration and operational handover. supports optimisation, automation and service improvement.

📌 Atlassian JSM Developer (Sydney)
🏢 Northbridge It Recruitment Propr
📍 Sydney