Jira Service Management (JSM) Engineer
Your tasks
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.
Requirements
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.
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.
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.
Other
Please note: Generic DevOps profiles without demonstrable Jira Service Management implementation experience will not be considered suitable for this role.