M01 - Senior Jira Service Management (JSM) Engineer

About the Role

We are seeking an experienced and hands-on Jira Service Management (JSM) Automation & Integration Engineer to implement and modernise an IT Service Management (ITSM) platform.

The role focuses on implementing JSM on GovTech SHIP-HAT, migrating from an existing on-premise JSM Data Center environment, automating ITSM workflows, and integrating service management processes with enterprise DevOps platforms.

The ideal candidate should have strong JSM implementation experience, workflow automation capabilities, and expertise in integrating ITSM platforms with software delivery tools.

Key Responsibilities

• Assess the existing JSM environment and design a modernised ITSM solution on SHIP-HAT JSM.
• Configure JSM service projects, portals, request forms, workflows, queues, SLAs, permissions, approvals, and notifications.
• Implement and enhance incident, service request, problem, change, and knowledge management workflows.
• Develop automation for ticket routing, approvals, escalations, incident handling, and service fulfilment.
• Design, develop, and troubleshoot integrations using REST APIs, webhooks, scripting, and supported connectors.
• Integrate JSM with Jira, Confluence, GitLab, and other DevOps tools to improve traceability across incidents, changes, releases, and engineering activities.
• Plan and execute migration activities from JSM Data Center, including configuration and data mapping, testing, validation, and cutover.
• Support user acceptance testing (UAT), technical documentation, operational handover, and post-implementation stabilisation.

Requirements

• Proven hands-on experience implementing at least one Jira Service Management (JSM) solution.
• Strong knowledge of JSM configuration, including workflows, request types, forms, automation rules, SLAs, permissions, and service portals.
• Solid understanding of ITSM processes, including incident, service request, problem, and change management.
• Experience developing workflow automation and system integrations using REST APIs, webhooks, and scripting.
• Experience integrating JSM or similar enterprise workflow platforms with external systems.
• Working knowledge of GitLab or equivalent DevOps tools, CI/CD concepts, and release/change management processes.
• Experience working with Atlassian Jira and Confluence.
• Ability to collaborate effectively with IT operations, software engineering teams, and business stakeholders.
• Strong troubleshooting, problem-solving, and communication skills.
• Ability to independently manage technical workstreams and deliver solutions.

Good to Have

• Experience migrating Jira/JSM Server or Data Center environments to cloud platforms.
• Knowledge of JSM Assets/CMDB, service catalogue design, and knowledge management integration.
• Experience integrating GitLab CI/CD pipelines or deployments with ITSM change and incident management processes.
• ITIL certification or experience working in highly regulated enterprise or public-sector environments.
• Exposure to AIOps or AI-enabled ITSM capabilities, including automated incident summarisation, ticket classification, intelligent routing, and knowledge recommendations.