Automation-Centric ITSM & JSM Engineer

COGNIZANT TECHNOLOGY SOLUTIONS ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 90,000 - 180,000; Full time

Job summary

Cognizant Technology Solutions Asia Pacific PTE. LTD. in Singapore seeks an ITSM consultant to design and implement a modern Jira Service Management-based ITSM solution.

You will configure service projects, portals, forms, workflows, SLAs, permissions and notifications, and integrate JSM with Jira, Confluence and GitLab/DevOps for end-to-end traceability. The role requires hands-on delivery of JSM, strong ITSM knowledge, automation and REST API integrations, plus ability to work with

Qualifications

• Proven hands-on delivery of at least one Jira Service Management implementation.
• 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.

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 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.

Skills

Jira Service Management

ITSM processes

Automation & integrations

REST APIs/Webhooks

DevOps tools (GitLab)

Jira & Confluence

Independent work

Stakeholder communication

Tools

Jira Service Management

Jira

Confluence

GitLab

Job description

Cognizant Technology Solutions Asia Pacific PTE. LTD. in Singapore seeks an ITSM consultant to design and implement a modern Jira Service Management-based ITSM solution.

You will configure service projects, portals, forms, workflows, SLAs, permissions and notifications, and integrate JSM with Jira, Confluence and GitLab/DevOps for end-to-end traceability. The role requires hands-on delivery of JSM, strong ITSM knowledge, automation and REST API integrations, plus ability to work with