ITSM / Jira Service Management (JSM) Implementation Engineer

a { text-decoration: none; color: #464feb;}tr th, tr td { border: 1px solid #e6e6e6;}tr th { background-color: #f5f5f5;} 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.