Systems Engineer (ITSM/ JIRA Service Management)

Our client is seeking a proactive ITSM / Jira Service Management Implementation Engineer to aid in the modernization, migration, and deployment of an enterprise ITSM platform utilizing SHIP-HAT JSM.

This position will concentrate on reengineering ITSM workflows, setting up JSM configurations, automating processes, and establishing integrations between JSM and various enterprise platforms.

Key Responsibilities

• Evaluate and reconfigure current ITSM workflows, service catalogs, request types, SLAs, and automation processes.
• Set up and deploy JSM workflows, forms, portals, queues, approval processes, SLAs, and automation features.
• Implement essential ITSM processes, including Incident Management, Service Request Management, Problem Management, Change Management, and Knowledge Management.
• Assist in the migration of JSM from on-premise Server/Data Center environments.
• Develop integrations with Jira, Confluence, GitLab, and other enterprise applications using APIs/webhooks.
• Contribute to testing, migration, cutover activities, documentation, and knowledge transfer initiatives.

Qualifications

• Minimum of 2-3 years of hands-on experience in Jira Service Management (JSM) implementation and configuration.
• In-depth knowledge of JSM workflows, request types, forms, queues, SLAs, automation, and permissions.
• Solid understanding of ITSM / ITIL frameworks.
• Experience in migrating Jira/JSM, preferably from Server/Data Center to Cloud environments.
• Proficient in workflow automation and system integration techniques.
• Hands-on experience with REST APIs and/or webhooks.
• Familiarity with Jira and Confluence.
• Excellent troubleshooting capabilities and strong communication skills for stakeholder engagement.