Information Technology Service Management Specialist

Role Overview

We are seeking an experienced, hands-on Jira Service Management (JSM) engineer to implement and modernise an IT Service Management platform on GovTech SHIP-HAT JSM, including migration from the existing on-premise JSM Data Center environment.

This is not a like-for-like migration or a generic DevOps infrastructure role. The focus is on JSM engineering, ITSM workflow automation, and integrations with SHIP-HAT Jira, Confluence, GitLab and other enterprise platforms to connect service operations with software delivery.

Key Responsibilities

• Assess the existing JSM environment and design a simplified, modern target-state ITSM solution on SHIP-HAT JSM.

• Configure JSM service projects, portals, request forms, workflows, queues, SLAs, permissions, approvals and notifications.

• Implement and improve incident, service request, problem, change and knowledge-management workflows.

• Develop automation for ticket routing, approvals, escalation, incident handling and service fulfilment.

• Design, build and troubleshoot integrations using REST APIs, webhooks, scripting and supported connectors.

• Integrate JSM with Jira, Confluence and GitLab/DevOps tools, using approved interfaces, to improve traceability across incidents, changes, releases and engineering work.

• Plan and support migration of agreed configurations and data from JSM Data Center, including mapping, testing, validation and cutover.

• Support user acceptance testing, technical documentation, operational handover and post-go-live stabilisation.

Required Experience and Skills

• Proven hands-on delivery of at least one Jira Service Management implementation; experience using Jira only for issue tracking is insufficient.

• Strong JSM configuration skills covering workflows, request types, forms, automation rules, SLAs, permissions and service portals.

• Practical understanding of ITSM processes, particularly incident, service request, problem and change management.

• Experience building automation and system integrations using REST APIs, webhooks and scripting.

• Experience integrating JSM or comparable enterprise workflow platforms with other systems.

• Working knowledge of GitLab or similar DevOps tools, CI/CD concepts, and release/change-management integration.

• Experience with Atlassian Jira and Confluence; able to work across IT operations and software engineering teams.

• Able to own a technical workstream independently, troubleshoot issues and communicate with stakeholders.

Preferred Experience

• Jira/JSM Server or Data Center-to-cloud migration, including configuration and data migration.

• JSM Assets/CMDB, service catalogue design and knowledge-management integration.

• Automation linking GitLab pipelines or deployments to ITSM change and incident processes.

• ITIL certification or experience in a highly governed enterprise/public-sector environment.

• AIOps or AI-enabled ITSM, such as incident summarisation, ticket classification, knowledge recommendations or intelligent routing.