ITSM Implementation Engineer

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 modernize legacy workflows rather than replicate existing processes unnecessarily.
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.