Jira Service Management Expert: Build Our Client and Internal ITSM Service Desk

# Jira Service Management Expert: Build Our Client and Internal ITSM Service Desk **Category:** IT & Networking / DevOps & Solution Architecture **Skills:** Jira Service Management, Atlassian Cloud, ITIL 4, Jira Automation, Confluence, ITSM **Engagement:** Fixed price with milestones (preferred) or hourly with agreed cap **Estimated effort:** 60 to 100 hours over 5 to 7 weeks **Start:** ASAP (August 2026) **Location:** Remote, with at least 3 hours daily overlap with CET --- ## About us Thorit GmbH is a HubSpot Diamond Partner and Agentic AI consultancy based in Böblingen (Germany) with an innovation hub in Lisbon (Portugal). Around 50 people. We build and run enterprise software for B2B clients across DACH and the Nordics: HubSpot platform implementations, CPQ and product configurators, custom web applications, CMS platforms, system integrations, and AI agents. We are moving a growing share of our business into managed services, meaning we do not just build systems, we operate and support them under contractual SLAs. That is exactly where our current setup breaks: support requests reach us through email, Microsoft Teams, and direct messages to individual consultants. There is no single intake, no SLA measurement, and no clean handover between support and our development teams. We want to fix this properly, once, with someone who has done it before. ## What we need A professional, production-ready Jira Service Management (Cloud) setup covering two tracks: **Track A, client-facing support desk.** The single support entry point for all of our client software projects, with per-client separation, SLA tracking, and a clean link into our existing Jira Software delivery projects. **Track B, internal service desk.** One entry point for our own employees across both locations, replacing the current mix of Teams messages, emails, and hallway requests. This covers IT and tool support, access and permission requests across our tool landscape, hardware and software licence requests, and structured onboarding and offboarding of employees. Internally we do not need contractual SLAs, but we do want target response times, clear ownership, and approval steps where they matter (licence costs, admin rights, offboarding). Both tracks should be designed together so that our internal admins maintain one coherent JSM setup rather than two disconnected ones. We are looking for an experienced JSM consultant, not a generalist. We know Jira Software and Confluence well. We do not want to learn JSM by trial and error. ## Scope of work **1. Discovery and target design** - 3 remote workshops with our COO, Engineering Lead, Delivery Leads, and Head of People & Culture (the latter for the internal onboarding and offboarding flows) - Service catalogue definition for both the client products and the internal services - Priority matrix (impact and urgency), request type taxonomy, escalation paths - Recommendation on architecture: how to separate client-facing and internal desks, and whether the client side runs as one shared service desk or one JSM project per client. Include the trade-offs on reporting, permissions, and licensing. We expect you to have an opinion here and to justify it. **2. Client-facing project and portal configuration** - Service desk setup with request types for Incident, Service Request, Change Request, and General Question or Consulting Request - Request forms with the fields we actually need (affected system, environment, client, severity, steps to reproduce, business impact) - Customer access model using organizations and portal-only customers, so each client sees only their own tickets - Branded customer portal, custom email channel, optional embeddable widget **3. Queues, routing, and assignment** - Queues per product, team, and priority - Automation for triage, auto-assignment, reassignment, and stale ticket handling **4. SLA configuration** - Multi-tier SLAs including response time targets per priority level (our current contracts use qualified response times of 8 business hours, 2 business days, and 5 business days depending on priority) - Business calendars for German (Baden-Württemberg) and Portuguese public holidays - SLA goals, pause conditions, breach notifications, and escalation rules **5. Link into delivery** - Clean, documented handover path from a support ticket to our existing Jira Software projects (linked issues, defined statuses, no duplicate work, no orphaned tickets) - Lightweight change and approval workflow for deployments to client production systems **6. Internal service desk** - Separate internal desk with request types for IT and tool support, access and permission requests, hardware requests, software and licence requests, and general internal questions - Access request flows for our tool landscape (Microsoft 365, Atlassian, HubSpot, Forecast, weclapp, GitHub) with approval steps where a cost or a security decision is involved - Onboarding and offboarding request types that spin off the required checklist tasks per role and location (Böblingen and Lisbon), including a clean offboarding path for revoking access - Internal response time targets and reminders, without contractual SLA reporting - Employee-friendly portal experience: our staff should find the right form in seconds, not browse a taxonomy **7. Knowledge management** - Confluence knowledge base integration with article surfacing in the portal - Structure and permissions for internal runbooks versus client-facing articles **8. Reporting** - Client side: dashboards for SLA attainment, first response time, ticket volume per client, backlog, and reopen rate - Internal side: request volume by category, open requests by owner, ageing, and onboarding or offboarding completion status - Data structured so that client support effort can be reconciled against our time tracking and billing (Forecast and weclapp), including a per-client and per-contract view **9. Optional (please quote separately)** - Lightweight Assets or CMDB setup for client systems and environments - Atlassian Intelligence or virtual agent configuration for first-level deflection **10. Documentation and handover** - Full configuration documentation in Confluence - Admin enablement: 2 training sessions for our internal admins and agents - 2 weeks of hypercare after go-live for questions and small adjustments ## Our environment - Atlassian Cloud: Jira Software and Confluence in active daily use, one project and one space per client - Microsoft 365 and Entra ID (SSO relevant) - HubSpot as CRM (integration is nice to have, not required) - Forecast for capacity planning and time tracking, weclapp as ERP for invoicing - GitHub and GitHub Actions for CI/CD - Personio as HRIS, which is the trigger point for employee onboarding and offboarding - Two locations, Böblingen (headquarters) and Lisbon, with around 50 employees in total as internal users of the desk - Data residency in the EU is a hard requirement, GDPR compliance matters to our enterprise clients ## Must-have qualifications - Proven hands-on Jira Service Management Cloud implementations, ideally in an agency, MSP, or software vendor context serving multiple external clients - Solid ITIL 4 grounding, but pragmatic: we want a right-sized process, not a full ITIL apparatus - Deep knowledge of JSM permissions, customer and organization models, and the agent versus collaborator licensing implications - Strong Jira Automation skills - SLA and business calendar configuration experience - Confluence knowledge base setup - Fluent English ## Nice to have - German language skills - Atlassian certification (ACP-JSM or equivalent) - Experience connecting service desk data to time tracking and billing - Atlassian REST API and scripting experience - Experience with Atlassian licence cost optimisation ## What we will provide - Full admin access to a JSM environment - Access to our existing Jira and Confluence structures - Named counterparts on our side, fast decisions, no committee - Signed NDA before project start (we work with enterprise clients and their data) ## How to apply Please do not send a generic proposal. We will only review applications that address the following: 1. Start your proposal with the word **QUEUE** so we know you read this brief. 2. Two or three comparable JSM implementations you led. What was the client context, what was your specific role, and what would you do differently today? 3. Your recommendation on the core architecture question: how would you split client-facing and internal desks, and would the client side be one shared service desk or a separate JSM project per client? Give us your reasoning in four or five sentences. 4. Your proposed priority and SLA model in outline, based on the response times mentioned above. 5. Your experience with internal service desks specifically, in particular access request approvals and employee onboarding or offboarding flows. 6. Your fixed-price quote per milestone (Discovery and Design, Client Desk Build, Internal Desk Build, SLA and Automation, Reporting, Documentation and Handover), with your assumed hours per milestone. If you prefer hourly, state your rate and a not-to-exceed cap. 7. Your availability over the next 8 weeks and your time zone. 8. How you handle the licensing question when many internal people need visibility into tickets but only a few actually work them. Note that with an internal desk our own employees become requesters as well, so tell us how you would model that without turning all 50 into paid agents. We aim to shortlist within 5 working days and run 30 minute intro calls with 2 or 3 candidates. This is a scoped project, but if it goes well there is follow-on work: we are building out our managed services practice and expect ongoing JSM optimisation, additional client onboardings, and adjacent Atlassian work. We do not accept subcontracting without prior written agreement. All configuration documentation produced becomes our property.