Company Description Lighthouse B is an Atlassian Solution Partner specializing in IT Service Management (ITSM) and Jira Service Management (JSM) deployments. The company delivers a comprehensive suite of services that helps organizations optimize IT operations and streamline service delivery. Lighthouse B focuses on enhancing customer service experiences through tailored ITSM solutions and best practices. By aligning technology, processes, and people, the company supports clients in driving operational efficiency and business success. Team members collaborate with a diverse range of organizations that are modernizing their IT service management capabilities. Role Description The Information Technology Service Management Consultant is a full time remote role responsible for designing, implementing, and optimizing ITSM solutions, with a focus on Atlassian and Jira Service Management environments. Day-to-day tasks include assessing client IT operations and service desk processes, gathering requirements, and configuring ITSM workflows, request types, SLAs, and automation rules. The consultant will lead workshops, create documentation, and provide guidance on incident, problem, and change management practices. This role also involves advising stakeholders on ITSM process improvements, supporting go-live activities, troubleshooting issues, and ensuring solutions align with business objectives and industry standards. Collaboration with project teams, knowledge sharing,



and continuous learning about ITSM trends and Atlassian ecosystem updates are key aspects of the position. Qualifications
• Strong foundation in Information Technology and IT Operations, with experience working in or with IT departments on infrastructure, applications, or support services.
• Demonstrated expertise in IT Service Management, including practical experience with ITIL-based processes and Jira Service Management or similar ITSM tools.
• Hands-on experience with Service Desk environments, including ticket lifecycle management, request fulfillment, and customer-facing support channels.
• Knowledge of Problem Management practices, including root cause analysis, trend monitoring, and implementation of permanent fixes or workarounds.
• Ability to analyze business requirements, translate them into ITSM configurations, and document processes, workflows, and standard operating procedures.
• Effective communication and facilitation skills for working with technical and non-technical stakeholders, conducting workshops, and delivering training.
• Experience with Atlassian products (especially Jira Service Management and Jira Software) and familiarity with related integrations and add-ons is highly beneficial.
• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience.
• Relevant ITIL or ITSM certifications (e.g., ITIL Foundation) and consulting or project implementation experience are a strong plus.

📌 Information Technology Service Management Consultant (Canada)
🏢 Lighthouse B
📍 Canada