Key Responsibilities

· Assess the existing JSM environment and design a simplified, modern target-state ITSM solution on SHIP-HAT JSM.

· Configure JSM service projects, portals, request forms, workflows, queues, SLAs, permissions, approvals and notifications.

· Implement and improve incident, service request, problem, change and knowledge-management workflows.

· Develop automation for ticket routing, approvals, escalation, incident handling and service fulfilment.

· Design, build and troubleshoot integrations using REST APIs, webhooks, scripting and supported connectors.

· Integrate JSM with Jira, Confluence and GitLab/DevOps tools, using approved interfaces, to improve traceability across incidents, changes, releases and engineering work.

· Plan and support migration of agreed configurations and data from JSM Data Center, including mapping, testing, validation and cutover.

· Support user acceptance testing, technical documentation, operational handover and post-go-live stabilisation.

Required Experience and Skills

· Proven hands-on delivery of at least one Jira Service Management implementation; experience using Jira only for issue tracking is insufficient.

· Strong JSM configuration skills 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 building automation and system integrations using REST APIs, webhooks and scripting.

· Experience integrating JSM or comparable enterprise workflow platforms with other systems.

· Working knowledge of GitLab or similar DevOps tools, CI/CD concepts, and release/change-management integration.

· Experience with Atlassian Jira and Confluence; able to work across IT operations and software engineering teams.

· Able to own a technical workstream independently, troubleshoot issues and communicate with stakeholders.

Preferred Experience

· Jira/JSM Server or Data Center-to-cloud migration, including configuration and data migration.

· JSM Assets/CMDB, service catalogue design and knowledge-management integration.

· Automation linking GitLab pipelines or deployments to ITSM change and incident processes.

· ITIL certification or experience in a highly governed enterprise/public-sector environment.

· AIOps or AI-enabled ITSM, such as incident summarisation, ticket classification, knowledge recommendations or intelligent routing.