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Project Overview We are migrating off RemedyForce (End of Full Support April 4, 2025) and modernizing our ITSM platform with Atlassian Jira Service Management (JSM) Cloud. Our IT team currently uses Incidents and Change Management. In this Phase 1 project, we want to establish a solid JSM foundation by deploying: Incident Management Service Request Management Change Management (configurable workflows) Basic IT Asset Management (initial scope: laptops, servers, licenses) We also need to consolidate our Atlassian tools (Jira, Confluence, Bamboo) under Okta SSO via Atlassian Guard, and migrate recent RemedyForce data for reference/history. Future phases may include Facilities Service workflows, expanded ITAM, and deeper MS Teams integrations. Organization size: ~650–700 employees, ~40 ITSM agents. Target go-live: Jan 1, 2026. Scope of Work (Phase 1) Deploy and configure Jira Service Management Cloud Integrate Okta SSO (Atlassian Guard) Configure workflows: Incidents, Requests, Change, ITAM (basic) Migrate RemedyForce tickets (last 12–18 months) into JSM for reference Replicate key workflows + set up automation, SLAs, and reporting Integrate with Confluence for knowledge base Conduct UAT and prepare cutover plan for Jan 2026 Provide knowledge transfer (“train the trainer”) sessions for IT admins Our internal IT team will assist with data entry, knowledge base population, and validation to reduce implementation costs. Qualifications Atlassian Certified JSM Administrator (or equivalent experience) Proven experience leading full JSM implementations (design → go-live) Prior migration experience from RemedyForce (preferred) or other ITSM tools Expertise with Okta SSO / Atlassian Guard Experience integrating MS Teams with JSM (preferred for Phase 2) Bonus: Enterprise Service Management (ESM) rollouts (e.g., Facilities, HR) Contractor Requirements Provide at least one case study/project summary of a comparable JSM deployment Supply at least one client reference Be prepared to demo or walk through a prior configuration (sanitized if needed) Timeline Sept 2025 – Requirements workshops & design Oct–Nov 2025 – Configuration, migration, integrations Dec 2025 – Testing, refinements, training Jan 1, 2026 – Go-live Engagement Weekly status updates required Open to discussing future phases (Facilities, full ITAM, advanced MS Teams integration, post-migration support)