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ITSM / Jira Service Management (JSM) Implementation Engineer
Role Overview
We are seeking an experienced ITSM / Jira Service Management (JSM) Implementation Engineer to support the design, implementation, and migration of a modern ITSM platform.
This role focuses on transforming and modernising existing ITSM processes, workflows, and integrations rather than performing a like-for-like migration. You will work closely with stakeholders to streamline service management operations, implement automation, and integrate JSM with enterprise platforms.
Key Responsibilities
- Assess existing ITSM workflows, service catalogues, request types, SLAs, automation, and integrations.
- Design and configure the target ITSM solution on SHIP-HAT JSM.
- Implement core ITSM processes, including: Incident Management Service Request Management Problem Management Change Management Knowledge Management
- Configure service portals, forms, workflows, queues, approvals, SLAs, notifications, and automation rules.
- Support migration from existing Jira Service Management Server/Data Center environments.
- Simplify and modernise legacy workflows and processes.
- Design and implement integrations with Jira, Confluence, GitLab, and other enterprise platforms using APIs and webhooks.
- Support testing, migration validation, cutover activities, documentation, and knowledge transfer.
Required Skills & Experience
- Strong hands-on experience implementing and configuring Atlassian Jira Service Management (JSM).
- Experience with JSM workflows, request types, queues, forms, SLAs, automation, and permissions.
- Good understanding of ITSM processes and best practices.
- Experience migrating Jira/JSM from Server or Data Center to cloud-based environments.
- Experience in workflow automation, business rule configuration, and system integrations.
- Hands-on experience with REST APIs, webhooks, and integration frameworks.
- Experience with Jira and Confluence administration and configuration.
- Strong troubleshooting, documentation, and stakeholder management skills.
Preferred Skills
- Experience integrating GitLab or DevOps toolchains with JSM.
- Knowledge of JSM Assets / CMDB capabilities.
- ITIL certification or strong practical ITIL experience.
- Experience in enterprise or government environments.
- Exposure to AI-enabled ITSM or AIOps capabilities,
Ideal Candidate
A hands-on JSM implementation specialist with strong ITSM knowledge, workflow automation expertise, and integration experience. You should be comfortable evaluating existing processes, challenging legacy approaches, and delivering a simplified, automated, and integrated ITSM operating model.