ITSM / JSM Automation & Integration Engineer

🚀 We're Hiring: ITSM / JSM Automation & Integration Engineer! 🚀

Role Overview

We are seeking a hands-on Jira Service Management (JSM) Engineer to implement and modernise an IT Service Management platform. The role focuses on JSM engineering, ITSM workflow automation, migration from an existing JSM Data Center environment, and integrations with Jira, Confluence, GitLab, and other enterprise platforms.

Key Responsibilities

• Assess existing JSM environments and design a simplified, modern ITSM solution.

• Configure JSM service projects, portals, request forms, workflows, queues, SLAs, permissions, approvals, and notifications.

• Implement and improve incident, service request, problem, change, and knowledge-management workflows.

• Develop automation for ticket routing, approvals, escalations, incident handling, and service fulfilment.

• Design, build, and troubleshoot integrations using REST APIs, webhooks, scripting, and supported connectors.

• Integrate JSM with Jira, Confluence, GitLab, and other DevOps tools.

• Plan and support migration of configurations and data from JSM Data Center, including mapping, testing, validation, and cutover.

• Support user acceptance testing, technical documentation, operational handover, and post-go-live stabilisation.

Required Skills and Experience

• Hands-on experience delivering at least one Jira Service Management implementation. Jira issue-tracking experience alone is insufficient.

• Strong JSM configuration skills, including workflows, request types, forms, automation rules, SLAs, permissions, and service portals.

• Practical understanding of ITSM processes, particularly incident, service request, problem, and change management.

• Experience building automation and system integrations using REST APIs, webhooks, and scripting.

• Experience integrating JSM or comparable enterprise workflow platforms with other systems.

• Working knowledge of GitLab or similar DevOps tools, CI/CD concepts, and release/change-management integration.

• Experience with Atlassian Jira and Confluence.

• Ability to work across IT operations and software engineering teams, troubleshoot issues, manage technical tasks independently, and communicate effectively with stakeholders.

Preferred Qualifications

• Jira/JSM Server or Data Center-to-cloud migration experience, including configuration and data migration.

• Experience with JSM Assets/CMDB, service catalogue design, and knowledge-management integration.

• Experience linking GitLab pipelines or deployments to ITSM change and incident processes.

• ITIL certification or experience in a governed enterprise environment.

• Exposure to AIOps or AI-enabled ITSM, such as incident summarisation, ticket classification, knowledge recommendations, or intelligent routing.