Senior Engineer (ITSM/ JIRA Service Management)

We are looking for an ITSM / Jira Service Management Implementation Engineer to support the modernisation, migration and implementation of an enterprise ITSM platform on SHIP-HAT JSM.

The role will focus on redesigning ITSM workflows, configuring JSM, automating processes and integrating JSM with enterprise platforms.

Responsibilities

• Assess and redesign existing ITSM workflows, service catalogue, request types, SLAs and automations.
• Configure and implement JSM workflows, forms, portals, queues, approvals, SLAs and automation.
• Implement core ITSM processes including Incident, Service Request, Problem, Change and Knowledge Management.
• Support JSM migration from on-premise Server/Data Center environments.
• Develop integrations with Jira, Confluence, GitLab and other enterprise systems using APIs/webhooks.
• Support testing, migration, cutover, documentation and knowledge transfer.

Requirements

• At least 3-5 years of experience with Jira Service Management (JSM) implementation and configuration.
• Strong knowledge of JSM workflows, request types, forms, queues, SLAs, automation and permissions.
• Good understanding of ITSM / ITIL processes.
• Experience with Jira/JSM migration, preferably Server/Data Center to Cloud.
• Experience with workflow automation and system integrations.
• Hands-on experience with REST APIs and/or webhooks.
• Experience with Jira and Confluence.
• Strong troubleshooting and stakeholder communication skills.