Description

Key Responsibilities

• Assess the existing Jira Service Management (JSM) environment, workflows, service catalogue, request types, SLAs, automation and integrations.
• Design and configure the target ITSM solution on 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.
• Design and implement integrations with Jira, Confluence, GitLab and other systems using APIs, webhooks or supported integration methods.
• Support testing, migration validation, cutover, documentation and knowledge transfer.

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.
• Strong troubleshooting, documentation and stakeholder communication skills.

Preferred Experience

• Integration with GitLab or DevOps toolchains.
• JSM Assets / CMDB capabilities.
• ITIL certification or strong practical ITIL knowledge.
• AI-enabled ITSM or AIOps, such as ticket classification, incident summarization, knowledge recommendations or intelligent routing.

Desired Profile

The ideal candidate is a hands-on Jira Service Management (JSM) implementer who combines ITSM process knowledge, low-code workflow configuration, automation and system integration. The candidate should be comfortable challenging legacy processes and helping establish a simpler, more automated and integrated ITSM operating model