Job Description
Experience Required: 4–6 years
Platform: Jira Service Management (JSM)
Focus: ITSM modernisation, migration, automation, and integration
About the Role
We are looking for a Low-Code Engineer (ITSM / JSM Implementation Engineer) to support the design, implementation, and migration of a new ITSM platform on Jira Service Management (JSM). This role focuses on modernising the current ITSM environment (not a like-for-like migration). You will redesign service management workflows, implement automation, and integrate JSM with Jira, Confluence, GitLab, and other enterprise systems to improve service delivery and operational efficiency.
Key Responsibilities
- Assess the current JSM environment, including workflows, service catalogue, request types, SLAs, automation rules, and integrations
- Design and configure the target ITSM solution on SHIP-HAT JSM
- Implement core ITSM processes: Incident, Service Request, Problem, Change, and Knowledge Management
- Configure service portals, forms, workflows, queues, approvals, SLAs, notifications, permissions, and automation
- Support migration of agreed configurations and data from existing JSM environments into the target platform
- Simplify and modernise legacy workflows where appropriate, avoiding unnecessary replication of outdated processes
- Design and implement integrations using APIs/webhooks and supported integration methods (e.g., Jira, Confluence, GitLab, other enterprise platforms)
- Support testing, migration validation, cutover planning/execution, documentation, and knowledge transfer
Screening Requirements / Skills (Must-Have)
- Strong hands-on experience implementing and configuring Jira Service Management (JSM)
- Solid understanding of ITSM processes and practices
- Experience configuring JSM workflows, request types, forms, queues, SLAs, automation, and permissions
- Experience with migration activities (e.g., Server/Data Center to cloud-based environments)
- Experience with workflow automation, business rules configuration, and system integration
- Working knowledge of REST APIs, webhooks, or similar integration approaches
- Strong troubleshooting, documentation, and stakeholder communication skills
- Experience working with Jira and Confluence
Nice-to-Have / Advantage
- Integration experience with GitLab or DevOps toolchains
- Experience with JSM Assets / CMDB
- ITIL certification or strong practical ITIL knowledge
- Experience in enterprise or government environments
- Exposure to AI-enabled ITSM / AIOps use cases (e.g., ticket classification, incident summarisation, knowledge recommendations, intelligent routing)
More Info
Key Skills
migration activities
request types
business rules configuration
webhooks
workflow automation
JSM workflows
queues
Jira Service Management (JSM)
Permissions
About Company
