Digital Front Door Transformation | Australia (Remote)

Are you a Jira Service Management expert with a solid background in ITSM architecture, ITIL processes, and digital service transformation? We're seeking an experienced ITSM Platform Architect / Developer to lead the design, configuration, and implementation of a modern Digital Front Door solution using Atlassian Jira Service Management (JSM) as the core ITSM platform.

About the Role In this role, you'll work closely with business stakeholders, service desk teams, service owners, and technical teams to transform business requirements into scalable, ITIL-aligned service management solutions. You'll help shape the future-state operating model, improve service experiences, and deliver measurable business value through process optimization and platform innovation.

Key Responsibilities

- Lead discovery workshops and gather business and service management requirements.
- Design and implement ITIL-aligned processes, including:
- Incident Management
- Major Incident Management
- Service Request Management
- Problem Management
- Change Enablement
- Knowledge Management
- Service Catalogue Management
- Service Level Management
- Translate business requirements into Jira Service Management workflows, automations, SLAs, request types, forms, queues, and approvals.
- Design seamless Digital Front Door experiences across multiple service groups.
- Develop and maintain JSM architecture, configuration, integrations, and reporting capabilities.
- Define service catalogues, self-service capabilities, knowledge frameworks,



and automation opportunities.
- Support testing, deployment, operational handover, and continual service improvement initiatives.

What We're Looking For Essential Skills & Experience

- Extensive experience with Atlassian Jira Service Management (JSM) architecture, configuration, and development.
- Strong knowledge of ITIL service management practices and process design.
- Proven experience conducting business analysis, requirements gathering, and stakeholder workshops.
- Experience designing:
- Service Catalogues
- Request Models
- Incident & Problem Management Workflows
- Resolver Group Routing
- SLA Frameworks
- Knowledge Management Solutions
- Reporting & Analytics
- Strong stakeholder engagement skills across business and technical teams.
- Experience working with integrations involving identity, automation, contact centre, and reporting platforms.
- Excellent documentation, testing, and implementation capabilities.

Highly Desirable

- Jira Service Management certifications.
- ITIL Foundation or higher certification.
- Experience delivering enterprise-scale Digital Front Door or Service Transformation programs.
- Experience within complex multi-service environments.

Why Join?

- Work on a large-scale Digital Transformation initiative.
- Influence the future service delivery model and customer experience.
- Collaborate with senior stakeholders and architecture teams.
- Flexible remote work environment.
- Opportunity to drive automation, innovation, and service excellence.

Apply Now!

📌 ITSM Platform Architect / Developer (JSM) - Fully Remote (Melbourne)
🏢 Northbridge Recruitment
📍 Melbourne