Role Overview

We are looking for an experienced ITSM / Jira Service Management Implementation Engineer to support the design, implementation and migration of a new ITSM platform on SHIP-HAT Jira Service Management (JSM).

The role will focus on modernising the current ITSM environment rather than performing a like-for-like migration. The successful candidate will help redesign service-management workflows, implement automation, and integrate JSM with SHIP-HAT Jira, Confluence, GitLab and other enterprise platforms.

Key Responsibilities

. Assess the existing JSM environment, workflows, service catalogue, request types, SLAs, automation and integrations.

. Design and configure the target ITSM solution on SHIP-HAT JSM.

. Implement core ITSM processes including Incident, Service Request, Problem, Change and Knowledge Management.

. Configure service portals, forms, workflows, queues, approvals, SLAs, notifications and automation rules.

. Support migration of agreed configurations and data from the existing on-premise JSM/Data Center environment.

. Simplify and modernise legacy workflows rather than replicate existing processes unnecessarily.

. Design and implement integrations with Jira, Confluence, GitLab and other systems using APIs, webhooks or supported integration methods.

. Support testing, migration validation, cutover, documentation and knowledge transfer.

Required Experience and Skills

. Strong hands-on experience implementing and configuring Atlassian Jira Service Management.

. Experience with JSM workflows, request types, forms, queues, SLAs, automation and permissions.

. Good understanding of ITSM processes and practices.

. Experience with Jira/JSM migration, preferably from Server or Data Center to a cloud-based environment.

. Experience with workflow automation, business-rule configuration and system integration.

. Experience using REST APIs, webhooks or similar integration methods.

. Experience with Jira and Confluence.

. Strong troubleshooting, documentation and stakeholder communication skills.

Preferred Experience

. Integration with GitLab or DevOps toolchains.

. JSM Assets / CMDB capabilities.

. ITIL certification or strong practical ITIL knowledge.

. Enterprise or government environment experience.

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

Desired Profile

The ideal candidate is a hands-on JSM implementer who combines ITSM process knowledge, low-code workflow configuration, automation and system integration. The candidate should be comfortable challenging legacy processes and helping establish a simpler, more automated and integrated ITSM operating model.