Job at a glance
Role Overview We are looking for an experienced ITSM / Jira Service Management Implementation Engineer to support the design, implementation and migration of a new ITSM platform on SHIP-HAT Jira Service Management (JSM). The role will focus on modernising the current ITSM environment rather than performing a like-for-like migration. The successful candidate will help redesign service-management workflows, implement automation, and integrate JSM with SHIP-HAT Jira, Confluence, GitLab and other enterprise platforms.
Key Responsibilities · Assess the existing JSM environment, workflows, service catalogue, request types, SLAs, automation and integrations. · Design and configure the target ITSM solution on SHIP-HAT JSM. · Implement core ITSM processes including Incident, Service Request, Problem, Change and Knowledge Management. · Configure service portals, forms, workflows, queues, approvals, SLAs, notifications and automation rules.
· Support migration of agreed configurations and data from the existing on-premise JSM/Data Center environment. · Simplify and modernise legacy workflows rather than replicate existing processes unnecessarily. · Design and implement integrations with Jira, Confluence, GitLab and other systems using APIs, webhooks or supported integration methods. · Support testing, migration validation, cutover, documentation and knowledge transfer.
Required Experience and Skills · Strong hands-on experience implementing and configuring Atlassian Jira Service Management. · Experience with JSM workflows, request types, forms, queues, SLAs, automation and permissions. · Good understanding of ITSM processes and practices. · Experience with Jira/JSM migration, preferably from Server or Data Center to a cloud-based environment. · Experience with workflow automation, business-rule configuration and system integration.
· Experience using REST APIs, webhooks or similar integration methods. · Experience with Jira and Confluence. · Strong troubleshooting, documentation and stakeholder communication skills. Preferred Experience · Integration with GitLab or DevOps toolchains. · JSM Assets / CMDB capabilities. · ITIL certification or strong practical ITIL knowledge. · Enterprise or government environment experience. · AI-enabled ITSM or AIOps, such as ticket classification, incident summarisation, knowledge recommendations or intelligent routing.
Desired Profile The ideal candidate is a hands-on JSM implementer who combines ITSM process knowledge, low-code workflow configuration, automation and system integration. The candidate should be comfortable challenging legacy processes and helping establish a simpler, more automated and integrated ITSM operating model.