Systems Engineer (ITSM/ JIRA Service Management)

Our client is looking for a hands-on 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 2-3 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.