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Sr Solution Consultant - ITSM

2 hours, 25 minutes ago
North America, United States, Canada
Full-time
Senior
Solutions Engineer
Project and Program Management
Agile
Apply Now
Valiantys

Valiantys

Valiantys is a global Atlassian Platinum Solution Partner specializing in dedicated consulting services. They accelerate business transformation, build high-velocity teams, and offer expertise in Agile tools and cloud migration for improved agility and...

Professional Services
51-250
Founded 2006
View All Jobs 4

Description

  • Lead discovery workshops to understand service strategy, goals, challenges, constraints, and success criteria.
  • Assess current-state ITSM maturity across practices, tooling, data, CMDB, and operating model.
  • Translate business needs into ITIL-aligned service designs, value streams, roadmaps, and blueprints.
  • Design and improve ITSM practices including Incident, Request, Problem, Change Enablement, Knowledge, Service Catalog, Service Level, and Continual Improvement.
  • Define measurable outcomes, KPIs, baselines, and targets for service performance improvements.
  • Map requirements to platform capabilities and recommend pragmatic solution approaches on ServiceNow, Jira Service Management, and/or BMC.
  • Contribute to configuration and delivery for workflows, portals, SLAs, routing, knowledge, reporting/analytics, and integrations.
  • Support pre-sales activities including solution scoping, workshop design, effort estimation, and proposals.
  • Act as solution owner throughout delivery to ensure continuity between design intent and execution.
  • Identify opportunities for optimization, expansion, follow-on work, and contribute to internal playbooks and ITSM best practices.

Requirements

  • 5+ years of experience in ITSM delivery, service transformation, or solution consulting.
  • Proven workstream leadership or ownership of large, complex engagements.
  • Strong ITIL knowledge with the ability to apply it pragmatically to service design and operating models.
  • ITIL v3 or v4 certification.
  • Experience with at least one major ITSM platform: ServiceNow (preferred), Jira Service Management (JSM), and/or BMC.
  • Excellent communication, facilitation, and stakeholder engagement skills, including workshop leadership.
  • Ability to connect technology decisions to business outcomes and measurable service improvements.
  • Experience creating solution designs, roadmaps, blueprints, and delivery-ready documentation.
  • Ability to travel up to 20% within North America.
  • Preferred: experience supporting pre-sales or solution engineering efforts, including scoping, estimation, and proposals.
  • Preferred: experience with CMDB/asset data strategy, integrations, and service reporting/analytics.
  • Preferred: experience in regulated or complex enterprise environments.
  • Preferred: Atlassian or ITSM-related certifications beyond ITIL.

Benefits

  • Competitive compensation with performance-based bonus.
  • Annual on-target earnings range of $100,000-$160,000 CAD for Canada-based roles or $120,000-$180,000 USD for U.S.-based roles.
  • Comprehensive health insurance.
  • 401(k) with company match.
  • Generous paid time off: 4 weeks per year plus public holidays.
  • Flexible remote work policy for North America-based employees.
  • Flexible remote/hybrid working policy.
  • Time and budget for training and career development.
  • Multicultural and international team environment.

Interested in this position?

Apply directly on the company website

Apply Now

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