Ravi Sagar
Author of "Mastering Jira" book series. Loves #ScriptRunner #Jira and #Drupal. #ProblemSolver, #Atlassian #Consultant & #Developer, #Technologist and uses #Emacs

Luminor is bank headquartered in Estonia which wanted to migrate their internal service desk from ServiceNow to Jira. They were facing high operational friction due to a fragmented service landscape in ServiceNow. Development and Service teams were siloed, asset tracking was disconnected from active incidents, and the user experience was hindered by an over-complicated service catalog.

• End-to-End Migration: Led the full-scale transition of ITSM processes and service catalogs from ServiceNow to JSM, ensuring zero loss of functional continuity.
• Unified Service Delivery: Established a "Single Funnel" intake system in JSM, seamlessly integrated with Jira Software to align support requests with engineering delivery.
• Enterprise Asset Management: Architected a robust Assets (Insight) database to maintain high visibility and control over organisational infrastructure.
• Operational Efficiency: Scaled productivity by implementing advanced Automation Rules to reduce manual overhead and accelerate ticket resolution.
• Stakeholder Leadership: Managed the entire project lifecycle—from initial requirement gathering and stakeholder alignment to comprehensive user training and post-go-live hypercare.

Following Cohesity’s acquisition of Veritas, the organisation was encumbered by two independent Jira and Confluence Data Center environments. This fragmentation resulted in significant licensing redundancies, a lack of cross-functional visibility, and doubled administrative overhead. Without a unified platform, the R&D and product teams faced collaboration barriers that threatened the speed of post-merger integration.

• Data & Infrastructure Migration: Successfully migrated hundreds of Jira Projects and Confluence Spaces, ensuring zero data loss during the transition.
• Validated complex App Data migration, ensuring third-party plugin data (like Zephyr, JEM) remained intact.
• Scripting & Automation: Audited and ported ScriptRunner scripts, refactoring them to function within the new consolidated environment logic.
• Identity & Access Management: Executed a comprehensive User Cleanup, reconciling duplicate identities between the two organisations and streamlining license usage.
• Ecosystem Integrity: Maintained critical Upstream/Downstream Integrations (e.g., Slack, Workato, Jenkins, Bitbucket), preventing workflow disruptions for thousands of developers.
• Provided specialised support for In-house Custom Jira Apps, ensuring legacy Veritas/Cohesity tools remained compatible with the new host instance.
• Governance & Compliance: Conducted thorough Audits and post-go-live support to address "day-two" issues and ensure data integrity.
• Cloud Readiness: Standardized configurations and optimised the database schema specifically to pave the way for a future Atlassian Cloud migration, reducing potential blockers like incompatible plugins or bloated custom fields.

He founded Sparxsys Solutions which is an Atlassian Consultancy company in London and Delhi. He helps clients in getting the most out of Atlassian tools like Jira, Confluence, Bitbucket and various apps like ScriptRunner, Advanced Roadmaps, eazyBI, Structure, Zephyr, Xray, BigPicture and more. He is not only an Atlassian Certified Jira Administrator but also a Certified SAFe® 5 Program Consultant. He has written books on Jira and runs a YouTube channel to share knowledge around not only Atlassian tools but also Linux and open source. Also loves writing blogs and speaks regularly at various events and conferences. He is also an Atlassian Community Leader where he shares his knowledge and help others. Plenty of experience in Drupal development, building accessible websites for government bodies and non profit organisations. Founded Sparxsys Solutions, an Atlassian Consultation and Drupal Development company in London and Delhi.

The consultancies include systems analysis with a view to improving process and efficient usage of tools, also involved in installation, migration, upgrades, migrations and consolidations.

• Expertise in ScriptRunner for Jira - Getting the most out of it to solve various problems, integrating with other tools and automation.
• Atlassian tools trainer - Provide training on Jira Software, Jira Service Management and Confluence.
• Assisting customers in making best use of the Atlassian product suite (Jira, Confluence, Bitbucket) in order to deliver value to their business or organisation.
• Lead customer workshops and coaching sessions for customers.
• Responsible for helping customers to integrate systems, automate processes and achieve efficiencies. This typically ranges from providing expert guidance and solution design to “hands-on” work with product setup, migrations, upgrades and performance tuning.
• Leading customer workshops to determine technical requirements and be able to discuss options and explain trade-offs and constraints.

He worked as a Jira Product Owner in the HSBC bank London for Finance on the Cloud programme, which was one of the biggest initiative in the bank with over 900 people. He reported directly to the Programme Manager and worked closely with various Value Stream leads to help them run this project using Jira.

• Setup Jira to support the multi million dollar Finance on the Cloud programme.
• Implemented the Requirement Process in Jira which was earlier handled in SharePoint.
• Automated crucial process to bring in efficiency.
• Built reporting to track the work at various levels.
• Provided continuous support, learning and training Value Stream leads and team members to get the most out of Jira.

Worked on projects of all sizes, from brief help and advice consultancies, to large, multi-system long term engagements. The consultancies include systems analysis with a view to improving process and efficient usage of tools, also involved in installation, migration, upgrades, migrations, consolidations identifying when the products can meet requirements or require apps or new development, training of both users and administrators.

• Key ScriptRunner for Jira resource - Getting the most out of it to solve various problems, integrating with other tools and automation.
• Assisting customers in making best use of the Atlassian product suite (Jira, Confluence, Bitbucket) in order to deliver value to their business or organisation.
• Lead customer workshops and coaching sessions for customers.
• Responsible for helping customers to integrate systems, automate processes and achieve efficiencies. This typically ranges from providing expert guidance and solution design to “hands-on” work with product setup, migrations, upgrades and performance tuning.
• Leading customer workshops to determine technical requirements and be able to discuss options and explain trade-offs and constraints.
• Also play an important role in presales - delivery product demos, offering solutions, providing estimates and producing proposals.
• Mentor to other consultants helping them grow their skills.

Primary technical resource for the UK sales team. Responsible for analysing the needs of the clients who wants to adopt Atlassian tools like Jira Software, Jira Service Desk and Confluence. Key resources in Presales process, this role is more or less like a Superman. Everyone expects you to know everything and that makes it one of the most challenging role in the company. Not only the expert level knowledge of full spectrum of Atlassian toolset is expected but also I am expected to have knowledge of variety of use cases where Jira and other Atlassian tools can be used.

Day to day responsibilities

• Mentor to other consultants helping them grow their skills.
• Present Atlassian products and custom built solutions to clients.
• Maintaining top-notch amazing demo environments.
• Taking part in sales meetings and guiding customers towards the right solution using Atlassian tools by asking them right questions.
• Demonstrating Atlassian solutions to prospects and impressing them with company's offerings.
• Conducting regular webinars.
• Taking part in RFI/RFP and other complex tender processed and building proposals.
• Providing the accurate and fine tunes estimates for delivering project.
• Building Proof of Concept (PoC).
• Building the project plan for the delivery team.
• Making sure that the sales team are always step ahead from the delivery team in their knowledge of latest features or new add-ons (apps).
• Contributing to the company blog.
• Share feedback to the Marketing and Solutions team to improve the company’s offerings.
• Work as Technical Consultant on critical and high value projects.
• Also the official Atlassian tools Trainer in the company.

Founded the company to provide Atlassian consultancy and Drupal. Playing a crucial role of key resource between clients and developers.

• Also the official Atlassian tools Trainer in the company.
• Doing the role of Business Analyst as well as the Chief Project Architect.
• Meeting clients to understand their requirements, preparation on proposal and contracts.
• Project planning, tracking and delivering projects.
• JIRA, Confluence and Agile Trainer.

Started working as a Project Coordinator to work closely with the global project managers and assisting them in building project metrics. Built various tools using Excel VBA in building those metrics quickly and error free. At the same time took the challenge to roll out Microsoft Project Server for integrated project management across various teams.

Jira was getting a bit popular in the market and since I was already involved in project management activities with a solid knowledge of various supporting tool so I was made responsible for support, customization and implementation of tools like JIRA, Confluence, Code Collaborator (Peer Review), Accept 360 (Requirement Management). It was a unique challenge where I used my project management experience and rolling out these tools across the teams and educating managers on how to use these tools effectively.

Responsiblities

• Also the official Atlassian tools Trainer in the company.
• Jira installation and upgrade.
• Jira customization - Issue Schemes, Workflow Schemes, Field Configuration Schemes, Screen Schemes, Permission Schemes, Notification Schemes.
• Managing Add ons like Structure, ScriptRunner.
• Setup Jira for HelpDesk/Tickets, Project Management, Bug Tracking and Test Case Management.
• Configure Agile Boards - Scrum and Kanban.
• Jira & Agile (formermly known as Greenhopper) Best Practices.
• Integrating Jira with Confluence, Fisheye, Crucible.
• Developed interfaces using REST and SOAP.
• Backup and Restore procedures using native and CSV Import.

Mainly responsible to prepare multiple project schedule with team leads/manager inputs, to provide updates and feedback to senior management on project progress/deviation against the plan. At the same time track the current status again the plan with inputs from project leads.

• Regularly monitor team deliverables and escalate if there is a gap.
• Baseline the project plan and consolidate the efforts.
• Propose ways to continually improving internal processes.
• Proactively flag any delays or issues with the progress.
• Work closely with Project leads on project status and schedule.

Leading Product Support team that includes regular database, GUI and data processing work. Coordination and communication across cross-functional teams.

• Working with Business Analyst and Account Manager in various activities like reviewing the client's requests
• Creating technical documentation and presentations

Preparation of technical documents like System Requirement Specifications (SRS), Project Management Plan, Configuration Management Plan, High Level Design, Case studies and Help Manuals.

• Interaction and Coordination with Clients.
• Interaction with international clients to take the requirement specifications, requirement analysis and making proposals.
• Handling Project related problems and coordinating with developers/designers.
• International Enquiry handling, communication with prospect client for the requirement details, drafting of commercial as well as technical proposal and quotation.
• Enforcing Quality Standards, Modular and Integrated Testing.