Sr Solution Consultant - ITSM

About Valiantys
Here at Valiantys, we are one of the world’s largest Atlassian partners, helping organizations work better through scalable, people-centered solutions. As an Atlassian Platinum Solution Partner with a global footprint, we support customers across industries as they adopt ITSM, Agile at Scale, and modern work management practices.
Our teams work at the intersection of strategy and delivery, partnering closely with customers to translate complex business challenges into clear, actionable solutions built on best practices and leading platforms.

Job Summary
The Senior Solution Consultant – ITSM acts as a trusted advisor to customers, guiding them from problem definition through solution design, delivery alignment, and adoption. This role is responsible for leading discovery, shaping solution approaches, and ensuring business intent is preserved throughout delivery.
You will collaborate closely with Technical Consultants and Project Managers, bridging business strategy and technical execution to deliver measurable outcomes.

Things You’ll Be Working On:

· Lead discovery workshops to understand service strategy, goals, challenges, constraints, and success criteria.
· Assess organizational maturity and current state across ITSM practices, tooling, data (including CMDB), and operating model.
· Build trusted relationships with stakeholders by providing clear, outcome-focused guidance grounded in ITIL.
ITIL-Aligned Service Design and Roadmapping
· Translate business needs into ITIL-aligned service designs, value streams, roadmaps, and blueprints.
· Design and improve ITSM practices such as Incident, Request, Problem, Change Enablement, Knowledge, Service Catalog, Service Level, and Continual Improvement.
· Define measurable outcomes and KPIs (e.g., MTTR, SLA attainment, cost-to-serve, backlog health, deflection, CSAT/NPS, change success rate) and establish baselines/targets.
Platform Solutioning (ServiceNow, Jira Service Management, and/or BMC)
· Map requirements to platform capabilities and recommend pragmatic solution approaches.
· Guide or contribute to configuration and delivery for workflows, request/catalog design, portals, SLAs, routing, knowledge, reporting/analytics, and integrations.
· Contribute to data and CMDB/asset strategy and quality practices to ensure reliable service insights and automation.
Pre-Sales and Opportunity Support
· Support pre-sales efforts by contributing to solution scoping, workshop design, effort estimation, and proposals.
· Partner with sales and delivery teams to shape solutions that are viable, scalable, and valuable.
· Help articulate solution value by aligning business outcomes to platform capabilities and delivery approach.
Delivery Partnership and Ownership
· Act as solution owner throughout delivery, ensuring continuity between design intent and execution.
· Partner closely with Technical Consultants and Project Managers to enable smooth handoffs and successful outcomes.
Growth, Enablement, and Practice Contribution
· Identify opportunities for optimization, expansion, and follow-on work with existing customers.
· Contribute to internal playbooks, accelerators, and solutioning standards for ITSM delivery.
· Mentor consultants and support the development of ITSM solutioning best practices across the team.

Customer Discovery and Advisory:
• Lead discovery workshops to understand service strategy, goals, challenges, constraints, and success criteria.
• Assess organizational maturity and current state across ITSM practices, tooling, data (including CMDB), and operating model.
• Build trusted relationships with stakeholders by providing clear, outcome-focused guidance grounded in ITIL.

ITIL-Aligned Service Design and Roadmapping:
• Translate business needs into ITIL-aligned service designs, value streams, roadmaps, and blueprints.
• Design and improve ITSM practices such as Incident, Request, Problem, Change Enablement, Knowledge, Service Catalog, Service Level, and Continual Improvement.
• Define measurable outcomes and KPIs (e.g., MTTR, SLA attainment, cost-to-serve, backlog health, deflection, CSAT/NPS, change success rate) and establish baselines/targets.

Platform Solutioning (ServiceNow, Jira Service Management, and/or BMC):
• Map requirements to platform capabilities and recommend pragmatic solution approaches.
• Guide or contribute to configuration and delivery for workflows, request/catalog design, portals, SLAs, routing, knowledge, reporting/analytics, and integrations.
• Contribute to data and CMDB/asset strategy and quality practices to ensure reliable service insights and automation.

Pre-Sales and Opportunity Support:
• Support pre-sales efforts by contributing to solution scoping, workshop design, effort estimation, and proposals.
• Partner with sales and delivery teams to shape solutions that are viable, scalable, and valuable.
• Help articulate solution value by aligning business outcomes to platform capabilities and delivery approach.

Delivery Partnership and Ownership:
• Act as solution owner throughout delivery, ensuring continuity between design intent and execution.
• Partner closely with Technical Consultants and Project Managers to enable smooth handoffs and successful outcomes.

Growth, Enablement, and Practice Contribution:
• Identify opportunities for optimization, expansion, and follow-on work with existing customers.
• Contribute to internal playbooks, accelerators, and solutioning standards for ITSM delivery.
• Mentor consultants and support the development of ITSM solutioning best practices across the team.

Do You Have What It Takes to Be Our Next Senior Solution Consultant - ITSM?:
• 5+ years in ITSM delivery, service transformation, or solution consulting; proven workstream leadership or ownership of large, complex engagements and executive-level influence.
• Strong ITIL knowledge and 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, 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 supporting delivery-ready documentation.

Nice to Haves:
• Experience supporting pre-sales or solution engineering efforts (scoping, estimation, proposals).
• Experience with CMDB/asset data strategy, integrations, and service reporting/analytics.
• Experience in regulated or complex enterprise environments.
• Atlassian or ITSM-related certifications beyond ITIL.

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: You will have the information and context you need to make sense of your assignments and see the impact of your actions.
• Training: We provide time and budget to develop your skills and continue to build your career.
• Flexibility: We support balance across the different pillars of your life with flexible ways of working.

What We Offer – Employee Perks & Benefits:
• Competitive compensation and performance-based bonus
• Comprehensive health insurance
• 401(k) with company match
• Generous paid time off (PTO) – 4 weeks per year, plus public holidays
• Flexible remote work policy (North America-based)
• A multicultural and international team environment

We offer a flexible remote/hybrid working policy. This role can be located in Canada or in the United States, preferably East Coast.

Valiantys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to personal background, identity, or beliefs.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. 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.