Jira Service Management Engineer (JSM)

We are seeking an experienced, hands-on Jira Service Management (JSM) Engineer to implement and modernise an ITSM platform, including migration from an existing on-premise JSM Data Center environment.

You will help redesign service workflows, automate operational processes and integrate JSM with Jira, Confluence, GitLab and other enterprise platforms. This role requires practical JSM implementation expertise, with a strong focus on configuration, automation and integrations.

Location: West
Job Type: Full-time Contract (Subjected to renewal/conversion)

Key Responsibilities

• Assess the existing JSM environment and design a simplified, modern target-state ITSM solution.
• Configure service projects, portals, request types, forms, workflows, queues, SLAs, permissions, approvals and notifications.
• Implement and enhance incident, service request, problem, change and knowledge-management processes.
• Develop automation for ticket routing, approvals, escalation, incident handling and service fulfilment.
• Build and troubleshoot integrations using REST APIs, webhooks, scripting and supported connectors.
• Integrate JSM with Jira, Confluence and GitLab through approved interfaces to improve traceability across incidents, changes, releases and engineering work.
• Plan and execute agreed configuration and data migration activities, including mapping, testing, validation and cutover.
• Support user acceptance testing, documentation, operational handover and post-go-live stabilisation.

What We’re Looking For

• Proven hands-on delivery of at least one JSM implementation, beyond using Jira for issue tracking.
• Strong JSM configuration skills across 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 developing 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, and collaboration across IT operations and software engineering teams.
• Ability to independently own a technical workstream, troubleshoot issues and communicate clearly with stakeholders.

Added Advantages

• Jira/JSM Server or Data Center-to-cloud migration experience.
• Experience with JSM Assets/CMDB, service catalogue design and knowledge-management integration.
• Automation experience connecting GitLab pipelines or deployments with ITSM change and incident processes.
• ITIL certification or experience in highly governed enterprise or public-sector environments.
• Exposure to AIOps or AI-enabled ITSM capabilities, such as incident summarisation, ticket classification, knowledge recommendations or intelligent routing.

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Elaine Wong (Zoe) - R26162114

ScienTec Consulting Pte Ltd - 11C5781