Jira Service Management Implementation Engineer

Key Responsibilities

• Assess existing ITSM workflows, service catalogues, request types, SLAs, automation and integrations.
• Design and configure Jira Service Management solutions based on business and ITSM requirements.
• Implement ITSM processes including Incident, Service Request, Problem, Change and Knowledge Management.
• Configure service portals, forms, workflows, queues, approvals, SLAs, notifications and automation.
• Support migration of relevant configurations and data from existing Jira Service Management environments.
• Review and simplify legacy workflows to improve efficiency and user experience.
• Develop and support integrations with Jira, Confluence, GitLab and other enterprise systems using APIs and webhooks.
• Support system testing, migration validation and production cutover activities.
• Prepare technical documentation and provide knowledge transfer to relevant teams.
• Troubleshoot configuration, workflow, integration and platform-related issues.

Requirements

• At least 5 years of relevant experience in Jira Service Management implementation and configuration.
• Strong hands-on experience with Jira Service Management workflows, request types, forms, queues, SLAs, automation and permissions.
• Good understanding of ITSM processes and practices.
• Experience with Jira Service Management migration, preferably from Server or Data Center environments to cloud-based platforms.
• Experience with workflow automation and business-rule configuration.
• Experience with REST APIs, webhooks or similar integration methods.
• Hands-on experience with Jira and Confluence.
• Strong troubleshooting, documentation and stakeholder communication skills.

Preferred Skills

• Experience integrating Jira Service Management with GitLab or DevOps toolchains.
• Experience with JSM Assets / CMDB.
• ITIL certification or practical knowledge of ITIL processes.
• Experience supporting enterprise-scale ITSM environments.
• Knowledge of AI-enabled ITSM or AIOps capabilities such as ticket classification, incident summarisation, knowledge recommendations or intelligent routing.

EA Number: 11C4879