Job Description

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 Company 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.