JSM / ITSM Developer

JSM / ITSM Developer

Job Description

1. Design, develop, configure, and implement Jira Service Management (JSM) and IT Service Management (ITSM) solutions based on business and operational requirements.
2. Demonstrate hands-on experience delivering end-to-end JSM implementation projects, including requirements gathering, solution design, configuration, testing, deployment, and post-implementation support.
3. Configure JSM workflows, request types, service portals, queues, SLAs, approval processes, and incident, problem, and change management modules.
4. Develop and implement automation rules, custom workflows, scripting, and business process enhancements to improve service delivery efficiency.
5. Design, develop, and maintain integrations between JSM, Jira Software, Confluence, and other enterprise applications using REST APIs, webhooks, and integration tools.
6. Clearly demonstrate personal contributions and technical ownership in previous JSM implementations, including specific features developed, configurations completed, and challenges resolved.
7. Troubleshoot and resolve complex JSM/ITSM technical issues, optimise existing solutions, and ensure platform reliability and maintainability.
8. Collaborate with business stakeholders, IT operations teams, and technical teams to translate requirements into scalable and effective ITSM solutions.
9. Prepare technical documentation, conduct testing, support deployments, and provide knowledge transfer and ongoing platform support.
10. Mandatory Requirement: Candidates must have hands-on JSM/ITSM development and implementation experience, with demonstrable examples of automation and integrations delivered. Generic DevOps profiles or candidates with only Jira user or administrative experience are not suitable.

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