全职 DevOps Engineer 工作, 薪水, DBiz.ai 公司招聘中 - Ricebowl

Role Overview

We are seeking an experienced, hands-on Jira Service Management (JSM) Engineer to implement and modernise an IT Service Management platform for a client project. The scope includes migration from the client's existing on-premises JSM Data Center environment, workflow optimisation, automation, and integration with enterprise development and operational platforms.

This is not a like-for-like migration or a generic DevOps infrastructure role. The focus is on JSM engineering, ITSM workflow automation, and integrations with Jira, Confluence, GitLab and other enterprise platforms to connect service operations with software delivery.

Key Responsibilities

• Assess the existing JSM environment and design a simplified, modern target-state ITSM solution for the client.
• 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 the 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.
• Work closely with client stakeholders, IT operations teams and software engineering teams to ensure successful implementation and delivery.

Required Experience and Skills

• Proven hands-on delivery of at least one Jira Service Management implementation. Experience using Jira solely 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, with the ability to collaborate across IT operations and software engineering teams.
• Ability to independently own a technical workstream, troubleshoot complex issues and communicate effectively with stakeholders.

Preferred Experience

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