Jira Service Management Implementation Engineer

Primary Duties

• Evaluate the current JSM setup, including workflows, service catalog, request types, SLAs, automation, and integrations.
• Craft and configure the desired ITSM solution on SHIP-HAT JSM.
• Execute essential ITSM processes such as Incident, Service Request, Problem, Change, and Knowledge Management.
• Set up service portals, forms, workflows, queues, approvals, SLAs, notifications, and automation rules.
• Assist in migrating confirmed configurations and data from the existing on-premise JSM/Data Center setup.
• Simplify and modernize outdated workflows instead of unnecessarily replicating existing processes.
• Design and implement integrations with Jira, Confluence, GitLab, and other systems through APIs, webhooks, or other supported integration methods.
• Facilitate testing, migration validation, cutover, documentation, and knowledge transfer.

Essential Experience and Skills

• Extensive hands-on experience in implementing and configuring Atlassian Jira Service Management.
• Familiarity with JSM workflows, request types, forms, queues, SLAs, automation, and permissions.
• Strong understanding of ITSM processes and methodologies.
• Experience in Jira/JSM migration, ideally from Server or Data Center to a cloud-based platform.
• Proficiency in workflow automation, business-rule configuration, and system integration.
• Experience utilizing REST APIs, webhooks, or similar integration techniques.
• Familiarity with Jira and Confluence.
• Excellent troubleshooting, documentation, and stakeholder communication abilities.

Preferred Qualifications

• Experience integrating with GitLab or DevOps toolchains.
• Knowledge of JSM Assets / CMDB functionalities.
• ITIL certification or strong practical knowledge of ITIL principles.
• Experience in enterprise or government environments.
• Familiarity with AI-enabled ITSM or AIOps, including ticket classification, incident summarization, knowledge recommendations, or intelligent routing.