ITSM Solutions Engineer (Jira)

We are looking for an experienced ITSM / Jira Service Management (JSM) Implementation Engineer to support the design, implementation and migration of a modern enterprise IT Service Management platform.

This is a hands-on implementation role focused on redesigning ITSM workflows, configuring Jira Service Management, implementing automation and integrating JSM with enterprise and DevOps platforms. Rather than performing a straightforward system migration, you will help simplify existing processes and establish a more efficient, automated and integrated ITSM operating model.

• Working Hours: Mon-Fri
• Working Location: West
• Job Type: Contract
• Salary Package: UP to $10,000 (basic) + AWS

Key Responsibilities

• Assess the existing Jira Service Management environment, including workflows, service catalogue, request types, SLAs, automation rules and integrations.
• Design, configure and implement the target ITSM solution using Jira Service Management (JSM).
• Implement and enhance key ITSM processes, including Incident, Service Request, Problem, Change and Knowledge Management.
• Configure JSM service portals, request forms, workflows, queues, approvals, SLAs, notifications, permissions and automation rules.
• Review existing processes and identify opportunities to simplify, standardise and automate legacy workflows.
• Support migration of agreed configurations and data from existing JSM Server/Data Center or on-premise environments to the target platform.
• Design and implement integrations between JSM and platforms such as Jira, Confluence, GitLab and other enterprise systems.
• Develop integrations using REST APIs, webhooks and other supported integration methods.
• Implement workflow automation and business rules to reduce manual activities and improve service-management efficiency.
• Support system and integration testing, migration validation, cutover and post-implementation activities.
• Troubleshoot configuration, workflow, integration and migration issues.
• Prepare technical documentation, configuration guides and operational procedures.
• Conduct knowledge transfer and work closely with technical teams, users and stakeholders throughout implementation.

Requirements

• Strong hands-on experience in implementing and configuring Atlassian Jira Service Management (JSM).
• Good experience configuring workflows, request types, forms, queues, SLAs, automation, permissions and service portals.
• Strong understanding of IT Service Management (ITSM) processes and practices, including Incident, Problem, Change and Service Request Management.
• Experience with Jira/JSM migration, preferably involving Server or Data Center to a cloud-based or modern enterprise environment.
• Hands-on experience with workflow automation, business-rule configuration and process optimisation.
• Experience implementing system integrations using REST APIs, webhooks or similar technologies.
• Good working knowledge of Jira and Confluence.
• Strong troubleshooting and problem-solving skills.
• Good documentation, communication and stakeholder-management skills.
• Ability to work independently and take ownership of implementation activities from design through deployment.

Good to Have

• Experience integrating JSM with GitLab or other DevOps/CI/CD platforms.
• Experience with JSM Assets / CMDB, asset management or configuration management capabilities.
• ITIL certification or strong practical knowledge of ITIL processes.
• Experience working in large-scale enterprise or regulated environments.
• Exposure to AI-enabled ITSM or AIOps, including automated ticket classification, incident summarisation, knowledge recommendations, intelligent routing or similar capabilities.
• Experience modernising legacy ITSM processes and introducing automation and low-code workflow solutions.

Ideal Candidate

You are a hands-on JSM implementation specialist who combines strong ITSM process knowledge with practical experience in workflow configuration, automation, migration and system integration. You are comfortable reviewing existing processes, challenging unnecessary complexity and translating operational requirements into a simpler and more automated ITSM solution.

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Elane Yap Theng Yu- R1989397

ScienTec Consulting Pte Ltd - 11C5781