ITSM / JSM Automation & Integration Engineer
Core
Design, configure, and automate a modern ITSM solution on Jira Service Management (JSM) to streamline incident, service request, problem, and change management processes.
Role type
Senior IC ITSM Automation & Integration Engineer
Builds
Automated ITSM workflows, service portals, and integrations with DevOps tools (Jira, Confluence, GitLab)
Domain
IT Service Management (ITSM) / DevOps
Required skills
Jira Service Management (JSM) configuration, ITSM process design (incident/change/problem/request), REST API integration, scripting, GitLab/CI-CD concepts, Jira/Confluence administration
Preferred skills
JSM Data Center-to-cloud migration, CMDB/Assets management, AIOps, ITIL certification
Technologies
Jira Service Management, Jira, Confluence, GitLab, REST APIs, webhooks
Responsibilities
Assess existing JSM environment and design target-state solution, Configure service projects, portals, forms, workflows, queues, SLAs, and permissions, Develop automation for ticket routing, approvals, and escalation, Design and troubleshoot integrations with DevOps tools, Plan and support data migration from JSM Data Center, Support UAT, documentation, and post-go-live stabilisation
Seniority
Senior, hands-on IC