ITSM / JSM Automation & Integration Engineer

RAPSYS TECHNOLOGIES PTE LTD; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE LTD in Singapore seeks an ITSM/JSM Automation & Integration Engineer to implement and modernise an ITSM platform using Jira Service Management, Confluence, and GitLab. You will design workflows, automate processes, and migrate configurations from a Data Center environment.

You will integrate with Jira, Confluence, GitLab, and other DevOps tools, develop automation rules, and support cutover, testing, and handover.

Qualifications

• Hands-on experience delivering at least one Jira Service Management implementation.
• Strong JSM configuration skills, including 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.
• Ability to work across IT operations and software engineering teams, troubleshoot issues, manage technical tasks independently, and communicate effectively with stakeholders.

Responsibilities

• Implement and modernise JSM ITSM platform with Jira, Confluence, and GitLab integrations.
• Migrate configurations and data from JSM Data Center; plan mapping, testing, and cutover.
• Configure JSM service projects, portals, forms, workflows, queues, SLAs, and notifications.
• Develop automation for ticket routing, approvals, escalations, incident handling, and service fulfilment.
• Design and troubleshoot REST API integrations and webhooks with enterprise tools.
• Support user acceptance testing, technical documentation, handover, and post-go-live stabilisation.

Skills

Jira Service Management

Workflow automation

Jira/Confluence

DevOps integrations

Tools

Jira

Confluence

GitLab

Job description

We're Hiring: ITSM / JSM Automation & Integration Engineer!

Role Overview

We are seeking a hands-on Jira Service Management (JSM) Engineer to implement and modernise an IT Service Management platform. The role focuses on JSM engineering, ITSM workflow automation, migration from an existing JSM Data Center environment, and integrations with Jira, Confluence, GitLab, and other enterprise platforms.

• Assess existing JSM environments and design a simplified, modern ITSM solution.
• 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, escalations, incident handling, and service fulfilment.
• Design, build, and troubleshoot integrations using REST APIs, webhooks, scripting, and supported connectors.
• Integrate JSM with Jira, Confluence, GitLab, and other DevOps tools.
• Plan and support migration of 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.

• Hands-on experience delivering at least one Jira Service Management implementation. Jira issue-tracking experience alone is insufficient.
• Strong JSM configuration skills, including 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.
• Ability to work across IT operations and software engineering teams, troubleshoot issues, manage technical tasks independently, and communicate effectively with stakeholders.

• Jira/JSM Server or Data Center-to-cloud migration experience, including configuration and data migration.
• Experience with JSM Assets/CMDB, service catalogue design, and knowledge-management integration.
• Experience linking GitLab pipelines or deployments to ITSM change and incident processes.
• ITIL certification or experience in a governed enterprise environment.
• Exposure to AIOps or AI-enabled ITSM, such as incident summarisation, ticket classification, knowledge recommendations, or intelligent routing.