ITSM Implementation Engineer

AVENSYS CONSULTING PTE. LTD.; Singapore; On-site; SGD 110,000 - 150,000; Full time

Job summary

AVENSYS CONSULTING PTE. LTD. is seeking a skilled ITSM/Jira Service Management consultant to design, configure and migrate ITSM workflows in a cloud-ready environment.

You will implement core ITSM processes, configure JSM workflows, request types, forms, queues and SLAs, and integrate Jira with Confluence and other systems using REST APIs and webhooks. Strong problem-solving and hands-on Jira/JSM expertise are essential.

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.

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 modernize legacy workflows rather than replicate existing processes unnecessarily.

Skills

ITSM processes

Workflow automation

System integration

Permissions management

Migration from Server to Cloud

REST APIs

Tools

Jira Service Management (JSM)

Jira

Confluence

REST APIs

Webhooks

Job description

Key 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 modernize legacy workflows rather than replicate existing processes unnecessarily.

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.