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ITSM / Jira Service Management (JSM) Implementation Engineer

Role Overview

We are seeking an experienced ITSM / Jira Service Management (JSM) Implementation Engineer to support the design, implementation, and migration of a modern ITSM platform.

This role focuses on transforming and modernising existing ITSM processes, workflows, and integrations rather than performing a like-for-like migration. You will work closely with stakeholders to streamline service management operations, implement automation, and integrate JSM with enterprise platforms.

Key Responsibilities

• Assess existing ITSM workflows, service catalogues, request types, SLAs, automation, and integrations.
• Design and configure the target ITSM solution on SHIP-HAT JSM.
• Implement core ITSM processes, including: Incident Management Service Request Management Problem Management Change Management Knowledge Management
• Configure service portals, forms, workflows, queues, approvals, SLAs, notifications, and automation rules.
• Support migration from existing Jira Service Management Server/Data Center environments.
• Simplify and modernise legacy workflows and processes.
• Design and implement integrations with Jira, Confluence, GitLab, and other enterprise platforms using APIs and webhooks.
• Support testing, migration validation, cutover activities, documentation, and knowledge transfer.

Required Skills & Experience

• Strong hands-on experience implementing and configuring Atlassian Jira Service Management (JSM).
• Experience with JSM workflows, request types, queues, forms, SLAs, automation, and permissions.
• Good understanding of ITSM processes and best practices.
• Experience migrating Jira/JSM from Server or Data Center to cloud-based environments.
• Experience in workflow automation, business rule configuration, and system integrations.
• Hands-on experience with REST APIs, webhooks, and integration frameworks.
• Experience with Jira and Confluence administration and configuration.
• Strong troubleshooting, documentation, and stakeholder management skills.

Preferred Skills

• Experience integrating GitLab or DevOps toolchains with JSM.
• Knowledge of JSM Assets / CMDB capabilities.
• ITIL certification or strong practical ITIL experience.
• Experience in enterprise or government environments.
• Exposure to AI-enabled ITSM or AIOps capabilities,

Ideal Candidate

A hands-on JSM implementation specialist with strong ITSM knowledge, workflow automation expertise, and integration experience. You should be comfortable evaluating existing processes, challenging legacy approaches, and delivering a simplified, automated, and integrated ITSM operating model.