Lighthouse B is a remote-first ITSM consultancy and Atlassian Solution Partner specializing in IT Service Management (ITSM) deployments. Deep ITIL practice knowledge meets hands-on Atlassian expertise — and Forge apps get built alongside client work.

By focusing on ITSM and JSM, Lighthouse B supports businesses in enhancing customer service experiences and increasing operational efficiency. Team members collaborate with diverse organizations that seek to drive business success through improved technology and service management practices.

Role Description You're the lead voice on an engagement. You sit with a client's service-management leadership, map how their organization actually runs, and design the JSM solution that fits — incident, problem, change, request, SLAs, assets, automation, portals. You translate ITIL 4 into Atlassian, mentor the consultants around you, and help us win the next engagement through solid solution design.

What you'll own

- Solution design and architecture for JSM/ITSM engagements, especially on Premium/Enterprise tiers.
- Advisory: mapping client processes to Atlassian — where practice should change vs. where the tool should bend.
- Hands-on configuration of the hard parts — complex automation, Assets/CMDB,



multi-project SLA and queue design, portal experience.
- Mentoring ITSM Consultants and reviewing their work.
- Pre-sales and scoping support: shaping engagements, contributing to SOWs, advising on effort and approach.
- Spotting recurring client gaps that could become Marketplace app opportunities.

What you bring

- 5+ years in ITSM/service-management consulting or implementation, with significant JSM experience.
- Strong ITIL 4 grounding — you can design incident, problem, change, and request practices, not just recite them.
- Deep, demonstrable JSM configuration skill: automation, Assets, SLAs, queues, request types, portals.
- A consulting instinct: you read the business behind the requirement and advise accordingly.
- Comfort leading client conversations at a senior level.

Bonus

- ACP-420 (Atlassian JSM administration) held.
- ACP-120 (Atlassian Jira administration) held.
- ITIL 4 Managing Qualified or multiple specialist modules.
- Experience with Forge / Marketplace apps, or Atlassian Cloud Fortified / Runs on Atlassian programs.
- Pre-sales or practice-building experience.

📌 Senior Information Technology Service Management Consultant (Greater Toronto Area)
🏢 Lighthouse B
📍 Greater Toronto Area