ITSM JSM Automation Integration Engineer

Tech Aalto Pte ltd; Singapore; Sur place; SGD 70 000 - 110 000; Plein temps

Résumé du poste

Tech Aalto Pte ltd is seeking an ITSM JSM Automation Integration Engineer to design and implement a modern ITSM solution using SHIP-HAT JSM. The role covers configuring service projects, portals, forms, workflows, and automation, with a focus on incident, service request, problem and change management.

You will build integrations via REST APIs, webhooks and scripting, linking JSM with Jira, Confluence and GitLab to improve traceability and change control across the engineering lifecycle.

Qualifications

• Hands-on delivery of at least one Jira Service Management implementation.
• Strong JSM configuration skills: workflows, forms, automation, SLAs and portals.
• Understanding of ITSM processes: incident, service request, problem, change.
• Experience building automation and integrations using REST APIs and scripting.
• Experience integrating JSM or similar enterprise workflow platforms with other systems.
• Working knowledge of GitLab or similar DevOps tools and CI/CD concepts.
• Experience with Atlassian Jira and Confluence; collaboration across IT ops and software eng teams.
• Ability to own a technical workstream, troubleshoot and communicate with stakeholders.

Responsabilités

• Assess existing JSM environment and design a simplified, modern target-state ITSM solution on SHIP-HAT JSM.
• 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, escalation, incident handling and service fulfilment.
• Design, build and troubleshoot integrations using REST APIs, webhooks, scripting and supported connectors.
• Integrate JSM with Jira, Confluence and GitLab/DevOps tools to improve traceability across incidents, changes, releases and engineering work.
• 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.

Connaissances

Jira Service Management

Jira

Confluence

Automation

REST APIs

Webhooks

DevOps / CI/CD

ITSM processes

Stakeholder communication

Scripting

Outils

Jira

Confluence

GitLab

Description du poste

ITSM JSM Automation Integration Engineer

ITSM / JSM Automation & Integration Engineer

Key Responsibilities

• Assess the existing JSM environment and design a simplified, modern target-state ITSM solution on SHIP-HAT JSM.
• 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, escalation, incident handling and service fulfilment.
• Design, build and troubleshoot integrations using REST APIs, webhooks, scripting and supported connectors.
• Integrate JSM with Jira, Confluence and GitLab/DevOps tools, using approved interfaces, to improve traceability across incidents, changes, releases and engineering work.
• Plan and support migration of agreed 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.

Required Experience and Skills

• Proven hands-on delivery of at least one Jira Service Management implementation; experience using Jira only for issue tracking is insufficient.
• Strong JSM configuration skills covering 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; able to work across IT operations and software engineering teams.
• Able to own a technical workstream independently, troubleshoot issues and communicate with stakeholders.

Preferred Experience

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