Jira Service Management (JSM) Engineer

About This Role

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

This is not a like-for-like migration or a generic DevOps infrastructure role. The focus is on JSM engineering, ITSM workflow automation, and enterprise integrations to connect service operations with software delivery. The successful candidate will play a key role in designing and implementing a modern ITSM solution while driving operational efficiency through automation and process improvement.

Job Responsibilities

• Assess the existing JSM environment and design a simplified, modern target-state ITSM solution.
• 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, build, 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 work.
• Plan and support the migration of agreed configurations and data from JSM Data Center, including mapping, testing, validation, and cutover activities.
• Support user acceptance testing (UAT), technical documentation, operational handover, and post-go-live stabilisation.

Job Description

Required Experience & Skills

• Proven hands-on delivery of at least one Jira Service Management implementation. Experience limited to Jira issue tracking alone is insufficient.
• Strong JSM configuration expertise covering 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 business systems.
• Working knowledge of GitLab or similar DevOps tools, CI/CD concepts, and release/change management integration.
• Experience working with Atlassian Jira and Confluence, collaborating across IT operations and software engineering teams.
• Ability to independently own technical workstreams, troubleshoot issues, and communicate effectively with stakeholders.

Preferred Experience

• 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 automating links between GitLab pipelines or deployments and ITSM change/incident processes.
• ITIL certification or experience working within 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.

Candidate Submission Guidance

Candidates should clearly highlight:

• Jira Service Management implementation projects they have delivered.
• Their specific hands-on implementation responsibilities.
• Examples of workflow automation, integrations, or migration activities they have completed.

Please note: Generic DevOps profiles without demonstrable Jira Service Management implementation experience will not be considered suitable for this role.