Senior Solution Consultant - ITSM - North America

About Valiantys

Valiantys helps organizations transform how work gets done across the enterprise, leading with transformation consulting, enterprise service management (ESM), and engineering productivity. By combining deep process expertise with modern collaboration, automation, and value stream practices, Valiantys enables business, IT, and product teams to design connected, efficient, and human-centered ways of working. With a strong focus on the modern workforce, the company helps customers reimagine service delivery beyond IT, streamline cross-functional workflows, and improve flow and throughput for engineering teams. For more information, visit https://valiantys.com.

Valiantys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Valiantys provides a barrier-free workplace and embraces all qualified applicants with varied perspectives and backgrounds.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Job Summary

As a Senior Solution Consultant – ITSM , you will act as a trusted advisor to our customers, helping them translate business and service management challenges into practical, scalable solutions built on Atlassian tools and industry best practices.

You will lead discovery and solution design, guide customers through ITSM transformation, and own the solution intent throughout delivery. Working closely with Technical Consultants, Technical Architects, Project Managers, Engagement Managers, and Sales, you will ensure solutions remain feasible, aligned with customer needs, and focused on measurable outcomes.

What You’ll Be Working On

Discover & Advise

Lead discovery and scoping workshops to understand customer objectives, pain points, processes, constraints, maturity, and desired outcomes

Analyze and challenge existing service management processes and recommend practical improvements based on ITSM and Atlassian leading practices

Translate customer requirements into solution themes, priorities, success measures, and implementation considerations

Advise customers across ITSM practices such as incident, request, problem, change, knowledge, asset and configuration management, service portals, and service operations

Facilitate conversations with business and technical stakeholders and identify where additional specialist expertise is required

Design & Shape Solutions

Translate business needs into high-level solution designs, roadmaps, configuration blueprints, and implementation-ready recommendations

Design scalable ITSM solutions leveraging Jira Service Management and the broader Atlassian ecosystem

Produce clear deliverables including discovery outputs, current-state and future-state process maps, Solution Design Documents, requirements, acceptance criteria, decision logs, and requirements traceability

Document assumptions, dependencies, design decisions, trade-offs, and unresolved questions to maintain a shared understanding of the solution

Collaborate with Technical Consultants and Technical Architects to validate feasibility, scalability, integrations, automation, reporting, and platform constraints

Own & Guide Delivery

Own the solution intent throughout the project lifecycle, ensuring requirements, design decisions, acceptance criteria, and business outcomes remain visible during delivery

Support delivery teams by clarifying business context, requirements, design rationale, and customer priorities when questions or trade-offs arise

Facilitate solution checkpoints, design reviews, and working sessions with business and technical stakeholders

Partner with Project Managers and Technical Leads to maintain alignment between the approved solution design and delivered outcomes

Help ensure solutions remain appropriate for the customer’s maturity, constraints, and stated success measures

Support Pre-Sales & Client Growth

Support pre-sales activities with discovery insights, solution recommendations, effort assumptions, delivery considerations, and scope clarification

Contribute to proposals and Statements of Work where solution design, assumptions, acceptance criteria, dependencies, or delivery risks need to be clarified

Identify gaps, risks, dependencies, and scope boundaries before opportunities transition into delivery

Build and maintain trusted customer relationships throughout the engagement lifecycle

Identify opportunities for optimization, expansion, or follow-on advisory work and collaborate with the appropriate Sales or Engagement owner

Contribute & Grow

Mentor Consultants on discovery, advisory practices, solution documentation, and customer-facing communication

Contribute to internal playbooks, discovery frameworks, reusable ITSM solution assets, process maps, and delivery templates

Share knowledge and leading practices across the Solution Consulting and wider Delivery teams

Use approved AI tools responsibly to accelerate analysis, documentation, synthesis, quality review, and knowledge reuse while ensuring outputs remain accurate and customer-specific

Stay current with developments across the Atlassian ecosystem and trends in ITSM, ESM, Agile, Work Management, automation, reporting, and enterprise collaboration

Maintain and develop your expertise through continuous learning and relevant certifications

To succeed in this role, you bring

Significant experience in ITSM consulting, solution consulting, or service management transformation

Strong knowledge of Jira Service Management and the Atlassian ecosystem

Demonstrated experience leading customer discovery, requirements, and solution design workshops

Strong understanding of ITSM practices, including incident, request, problem, change, knowledge, asset and configuration management

Experience translating complex business requirements into practical solution designs and implementation recommendations

Experience producing high-quality customer-facing solution documentation, process maps, requirements, and acceptance criteria

Ability to balance customer expectations, business outcomes, platform capabilities, technical constraints, and delivery realities

Experience collaborating with technical consultants, architects, project managers, and commercial teams

Experience mentoring or supporting the development of less experienced consultants

Atlassian and/or ITIL certifications are a plus

Your strengths

Strong analytical and problem-solving skills

Excellent facilitation, communication, and stakeholder management abilities

Ability to engage confidently with both business and technical stakeholders

Consultative mindset with the ability to challenge constructively and influence decisions

Ability to simplify complex requirements and turn them into clear, actionable solutions

Strong sense of ownership while working collaboratively across multidisciplinary teams

Proactive and pragmatic approach to solving customer challenges

Attention to detail and commitment to high-quality deliverables

Customer-focused approach with a strong orientation toward measurable outcomes

Ability to mentor and support the growth of other consultants

To qualify, applicants must be legally authorized to work in the United States and should not require, now or in the future, sponsorship for employment visa status.

Your Team and Partners

Director of Solution Consulting – your line manager

Sales and Pre-Sales teams

Technical Consultants and Technical Architects

Project Managers and Engagement Managers

Wider Delivery Team

Why you should apply ?

Our team members are our greatest asset and we work hard to ensure that Valiantys is not only a great place to work, but also a platform for you to grow.

Sense. We're committed to giving you the level of information you need to make sense of your assignments. You will witness the impact of your actions.

Training. We will provide you with the necessary time and budget to help you develop your skills and continue to build your career.

Flexibility. We understand that life is all about balance and we offer you the flexibility and support to help you maintain balance across the different pillars of your life.

What we offer - Employee Perks & Benefits

Competitive compensation with an annual performance-based bonus

Comprehensive Health Insurance401(k) with Company Match

Generous Paid Time Off (PTO) - 4 weeks per year, plus public holidays

A flexible remote work policy

A multicultural and international team environment

Department: Delivery.

ATS provider: Lever.