ITSM / Jira Service Management (JSM) Automation & Integration Engineer

TEKISHUB CONSULTING SERVICES PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

TEKISHUB Consulting Services Pte. Ltd. in Singapore is seeking an experienced ITSM / Jira Service Management (JSM) Automation & Integration Engineer to support the implementation, modernization and integration of an enterprise ITSM platform.

You will design, configure JSM solutions, automate workflows, develop integrations with REST APIs, and support data migrations from an on-premise JSM environment, collaborating with IT operations and engineering teams to deliver reliable service management.

Qualifications

• Proven hands-on experience implementing Jira Service Management (JSM) solutions.
• Strong knowledge of JSM configuration, including workflows, automation rules, request types, SLAs, permissions and portals.
• Understanding of ITSM processes: incident, problem, change, and service requests.
• Experience developing system integrations using REST APIs, webhooks, and scripting.
• Familiarity with Atlassian Jira, Confluence and GitLab.
• Knowledge of CI/CD processes and release/change management.
• Excellent analytical and problem-solving skills.
• Ability to deliver technical deliverables independently and communicate with stakeholders.

Responsibilities

• Design, implement and enhance JSM solutions to support operations.
• Configure service projects, portals, requests, workflows, SLAs, and notifications.
• Develop and optimise ITSM processes: incident, problem, change, service request, knowledge management.
• Create automation for routing, approvals, escalations, and fulfilment.
• Design, develop and troubleshoot integrations using REST APIs, webhooks and scripting.
• Integrate JSM with Jira, Confluence, GitLab and other DevOps platforms.
• Support migration from on-premise JSM Data Center environments, including testing and deployment.
• Collaborate with IT operations and engineers to improve systems.
• Conduct UAT, prepare documentation and support handover.
• Provide post-implementation support and continuous improvement.

Skills

Jira/JSM

Automation

REST APIs

Integrations

ITSM processes

DevOps tools

Tools

Jira

Confluence

GitLab

Job description

Job Description

We are looking for an experienced ITSM / Jira Service Management (JSM) Automation & Integration Engineer to support the implementation, modernisation and integration of an enterprise IT Service Management platform.

The successful candidate will be responsible for configuring JSM solutions, developing workflow automation, integrating enterprise systems and supporting migration from an existing on-premise JSM environment.

Key Responsibilities

• Design, implement and enhance Jira Service Management (JSM) solutions to support business and IT operations.

• Configure service projects, portals, request forms, workflows, queues, SLAs, permissions, approvals and notifications.

• Develop and optimise ITSM processes, including incident, problem, change, service request and knowledge management.

• Build automation solutions for ticket routing, approvals, escalations, incident handling and service fulfilment.

• Design, develop and troubleshoot integrations using REST APIs, webhooks, scripting and supported connectors.

• Integrate JSM with Jira, Confluence, GitLab and other enterprise DevOps platforms.

• Support migration of configurations and data from existing JSM Data Center environments, including testing, validation and deployment.

• Collaborate with IT operations, engineering teams and stakeholders to ensure effective system integration and process improvements.

• Conduct user acceptance testing (UAT), prepare technical documentation and support operational handover.

• Provide post-implementation support, troubleshooting and continuous improvement.

Job Requirements

• Proven hands-on experience implementing Jira Service Management (JSM) solutions.

• Strong knowledge of JSM configuration, including workflows, automation rules, request types, SLAs, permissions and service portals.

• Good understanding of ITSM processes, including incident, problem, change and service request management.

• Experience developing system integrations using REST APIs, webhooks and scripting.

• Familiarity with Atlassian Jira, Confluence and GitLab or similar DevOps tools.

• Working knowledge of CI/CD processes and release/change management.

• Strong analytical, troubleshooting and problem-solving skills.

• Ability to manage technical deliverables independently and communicate effectively with stakeholders.

Additional Advantages

• Experience with Jira/JSM Server or Data Center-to-cloud migration.

• Knowledge of JSM Assets/CMDB, service catalogue and knowledge-management integration.

• Experience integrating DevOps pipelines with ITSM workflows.

• ITIL certification or experience working in highly governed enterprise environments.

• Exposure to AI-enabled ITSM, intelligent ticket routing or incident automation.