ITSM Automation Engineer (Jira Service Management)

Tech Aalto Pte ltd; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Recruit CRM is seeking a skilled Low Code Engineer to assess and optimize the JSM environment and implement ITSM solutions on SHIP-HAT JSM. You will configure workflows, request types, SLAs, and automation while handling data migration and integrations with Jira, Confluence, GitLab, and other systems.

The role emphasizes simplifying legacy processes, rigorous testing, and comprehensive knowledge transfer to stakeholders. Strong documentation and communication skills are essential for success.

Qualifications

• 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.

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 modernise 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.

Skills

Jira JSM

JSM workflows

ITSM processes

REST APIs

Jira & Confluence

Troubleshooting

Documentation

Education

ITIL Certification

Tools

Jira

Confluence

GitLab

Job description

Recruit CRM is seeking a skilled Low Code Engineer to assess and optimize the JSM environment and implement ITSM solutions on SHIP-HAT JSM. You will configure workflows, request types, SLAs, and automation while handling data migration and integrations with Jira, Confluence, GitLab, and other systems.

The role emphasizes simplifying legacy processes, rigorous testing, and comprehensive knowledge transfer to stakeholders. Strong documentation and communication skills are essential for success.