ITSM / Jira Service Management (JSM) Automation & Integration Engineer

Job Description

We are looking for an experienced ITSM / Jira Service Management (JSM) Automation & Integration Engineer to support the implementation, modernisation and integration of an enterprise IT Service Management platform.

The successful candidate will be responsible for configuring JSM solutions, developing workflow automation, integrating enterprise systems and supporting migration from an existing on-premise JSM environment.

Key Responsibilities

• Design, implement and enhance Jira Service Management (JSM) solutions to support business and IT operations.

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

• Develop and optimise ITSM processes, including incident, problem, change, service request and knowledge management.

• Build automation solutions 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 enterprise DevOps platforms.

• Support migration of configurations and data from existing JSM Data Center environments, including testing, validation and deployment.

• Collaborate with IT operations, engineering teams and stakeholders to ensure effective system integration and process improvements.

• Conduct user acceptance testing (UAT), prepare technical documentation and support operational handover.

• Provide post-implementation support, troubleshooting and continuous improvement.

Job Requirements

• Proven hands-on experience implementing Jira Service Management (JSM) solutions.

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

• Good understanding of ITSM processes, including incident, problem, change and service request management.

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

• Familiarity with Atlassian Jira, Confluence and GitLab or similar DevOps tools.

• Working knowledge of CI/CD processes and release/change management.

• Strong analytical, troubleshooting and problem-solving skills.

• Ability to manage technical deliverables independently and communicate effectively with stakeholders.

Additional Advantages

• Experience with Jira/JSM Server or Data Center-to-cloud migration.

• Knowledge of JSM Assets/CMDB, service catalogue and knowledge-management integration.

• Experience integrating DevOps pipelines with ITSM workflows.

• ITIL certification or experience working in highly governed enterprise environments.

• Exposure to AI-enabled ITSM, intelligent ticket routing or incident automation.