ITSM / JSM Automation & Integration Engineer
ITSM / JSM Automation & Integration Engineer
Cognizant ConsultingEarly Applicant
- Posted 12 days ago
- Be among the first 10 applicants
Job Description
ITSM / JSM Automation & Integration Engineer - Devops
Key Responsibilities
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.
- 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.
- 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.
More Info
Key Skills
webhooks
CI CD concepts
Jira Service Management
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