ITSM / Jira Service Management (JSM) Implementation Engineer

COGNIZANT TECHNOLOGY SOLUTIONS ASIA PACIFIC PTE. LTD.; Singapore; On-site; SGD 120,000 - 190,000; Full time

Job summary

Cognizant Technology Solutions Asia Pacific Pte. Ltd. seeks an experienced ITSM/JSM Implementation Engineer to design, implement, and migrate a modern ITSM platform.

The role focuses on transforming processes, workflows, and integrations rather than a like-for-like migration. You will collaborate with stakeholders to streamline service management operations, implement automation, and integrate JSM with enterprise platforms such as Jira, Confluence, and GitLab.

Qualifications

• Experience implementing and configuring Atlassian Jira Service Management (JSM).
• Experience migrating Jira/JSM from Server/Data Center to cloud environments.
• Strong understanding of ITSM processes, workflows, and automation rules.

Responsibilities

• Assess existing ITSM workflows, service catalogs, requests, SLAs, automation, and integrations.
• Design and configure the target ITSM solution on SHIP-HAT JSM.
• Implement core ITSM processes: Incident, Service Request, Problem, Change, Knowledge Management.

Skills

ITSM knowledge

Stakeholder management

Documentation

Troubleshooting

Automation

Workflow design

Education

ITIL certification

Tools

Jira Service Management (JSM)

Jira Administration

Confluence administration

REST APIs

Webhooks

Integration frameworks

GitLab integrations

Job description

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ITSM / Jira Service Management (JSM) Implementation Engineer

Role Overview

We are seeking an experienced ITSM / Jira Service Management (JSM) Implementation Engineer to support the design, implementation, and migration of a modern ITSM platform.

This role focuses on transforming and modernising existing ITSM processes, workflows, and integrations rather than performing a like-for-like migration. You will work closely with stakeholders to streamline service management operations, implement automation, and integrate JSM with enterprise platforms.

Key Responsibilities

• Assess existing ITSM workflows, service catalogues, request types, SLAs, automation, and integrations.
• Design and configure the target ITSM solution on SHIP-HAT JSM.
• Implement core ITSM processes, including: Incident Management Service Request Management Problem Management Change Management Knowledge Management
• Configure service portals, forms, workflows, queues, approvals, SLAs, notifications, and automation rules.
• Support migration from existing Jira Service Management Server/Data Center environments.
• Simplify and modernise legacy workflows and processes.
• Design and implement integrations with Jira, Confluence, GitLab, and other enterprise platforms using APIs and webhooks.
• Support testing, migration validation, cutover activities, documentation, and knowledge transfer.

Required Skills & Experience

• Strong hands-on experience implementing and configuring Atlassian Jira Service Management (JSM).
• Experience with JSM workflows, request types, queues, forms, SLAs, automation, and permissions.
• Good understanding of ITSM processes and best practices.
• Experience migrating Jira/JSM from Server or Data Center to cloud-based environments.
• Experience in workflow automation, business rule configuration, and system integrations.
• Hands-on experience with REST APIs, webhooks, and integration frameworks.
• Experience with Jira and Confluence administration and configuration.
• Strong troubleshooting, documentation, and stakeholder management skills.

Preferred Skills

• Experience integrating GitLab or DevOps toolchains with JSM.
• Knowledge of JSM Assets / CMDB capabilities.
• ITIL certification or strong practical ITIL experience.
• Experience in enterprise or government environments.
• Exposure to AI-enabled ITSM or AIOps capabilities,

Ideal Candidate

A hands-on JSM implementation specialist with strong ITSM knowledge, workflow automation expertise, and integration experience. You should be comfortable evaluating existing processes, challenging legacy approaches, and delivering a simplified, automated, and integrated ITSM operating model.