Jira Service Management Engineer

GBS; Manchester; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave

8 public holidays

1 day extra leave per year

Workplace pension

Career development tuition reimbursem.

Flexible benefits

Perks@Work discounts

Reward and recognition programme

£500 referral scheme

Discretionary annual bonus

Job summary

GBS is seeking a Jira Developer to manage and enhance Jira Service Management. You will design workflows, automate rules, and integrate JSM with enterprise tools through APIs, while upholding ITIL practices.

The role emphasizes implementing ITSM processes and supporting continuous improvement across IT operations. You will collaborate with stakeholders to translate requirements into technical solutions, administer JSM users and permissions, and ensure platform security and compliance.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or relevant field.
• Demonstrable experience administering or developing within JSM or other ITSM tools.
• Strong understanding of ITIL processes and ITSM best practices.
• Strong technical skills around APIs and automation.
• Knowledge of AI tools, governance, and ITSM standards.
• Excellent problem‑solving skills and attention to detail.
• Strong written and verbal communication skills.
• Effective stakeholder and solution management.

Responsibilities

• Design, configure, and maintain Jira Service Management workflows, fields, forms, and automation rules.
• Develop and maintain business rules, scripts, and APIs to support automation.
• Integrate Jira Service Management with other enterprise tools via APIs.
• Ensure platform stability, security, and compliance with policies.
• Collaborate with stakeholders to gather requirements and translate to technical solutions.
• Administer user accounts, roles, and permissions within JSM.
• Implement ITIL-based processes: Incident, Problem, Change, Service Request.
• Oversee incident management and manage change control processes.
• Maintain IT asset data and lifecycle tracking using Jira asset management.
• Analyze data to identify trends and recommend improvements.
• Provide user support, guidance, and training on JSM features.

Skills

JSM administration

ITIL processes

APIs & automation

ITSM knowledge

Stakeholder management

Problem solving

Communication

Security & compliance

Education

Bachelor's degree in IT or CS

Tools

Jira Service Management

ServiceNow

BMC Remedy

Freshworks

Job description

GBS is seeking a Jira Developer to manage and enhance Jira Service Management. You will design workflows, automate rules, and integrate JSM with enterprise tools through APIs, while upholding ITIL practices.

The role emphasizes implementing ITSM processes and supporting continuous improvement across IT operations. You will collaborate with stakeholders to translate requirements into technical solutions, administer JSM users and permissions, and ensure platform security and compliance.