Systems Engineer (ITSM/ JIRA Service Management)
OPTIMUM SOLUTIONS (SINGAPORE) PTE LTD · Singapore ·
- Category
- Software engineering
- Experience
- 2+ years
Our client is looking for a hands-on ITSM / Jira Service Management Implementation Engineer to support the modernisation, migration and implementation of an enterprise ITSM platform on SHIP-HAT JSM.
The role will focus on redesigning ITSM workflows, configuring JSM, automating processes and integrating JSM with enterprise platforms.
Responsibilities
- Assess and redesign existing ITSM workflows, service catalogue, request types, SLAs and automations.
- Configure and implement JSM workflows, forms, portals, queues, approvals, SLAs and automation.
- Implement core ITSM processes including Incident, Service Request, Problem, Change and Knowledge Management.
- Support JSM migration from on-premise Server/Data Center environments.
- Develop integrations with Jira, Confluence, GitLab and other enterprise systems using APIs/webhooks.
- Support testing, migration, cutover, documentation and knowledge transfer.
Requirements
- At least 2-3 years of experience with Jira Service Management (JSM) implementation and configuration.
- Strong knowledge of JSM workflows, request types, forms, queues, SLAs, automation and permissions.
- Good understanding of ITSM / ITIL processes.
- Experience with Jira/JSM migration, preferably Server/Data Center to Cloud.
- Experience with workflow automation and system integrations.
- Hands-on experience with REST APIs and/or webhooks.
- Experience with Jira and Confluence.
- Strong troubleshooting and stakeholder communication skills.