ITSM / JSM Automation & Integration Engineer

Tap Growth ai; Singapore; Sur place; SGD 90 000 - 120 000; Plein temps

Résumé du poste

Tap Growth ai in Singapore seeks an hands-on ITSM/JSM Engineer to implement and modernise an IT Service Management platform. You will focus on JSM engineering, ITSM automation, and migration from an existing JSM Data Center, including integrations with Jira, Confluence, GitLab, and other platforms.

The role requires strong JSM configuration skills and practical ITSM experience across incident, service request, problem, and change management.

Qualifications

• Hands-on Jira Service Management implementation experience.
• Strong JSM configuration skills: workflows, forms, automation, SLAs, permissions.
• Understanding of ITSM processes: incident, service request, problem, change.
• Experience building automations and integrations via REST APIs, webhooks, scripting.
• Experience integrating JSM with Jira, Confluence, GitLab and DevOps tools.
• Ability to work across IT operations and software engineering teams.

Responsabilités

• Assess existing JSM environments and design a 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.

Connaissances

Jira Service Management

JSM configuration

ITSM processes

Automation via REST

Webhooks

Scripting

GitLab

Confluence

CI/CD concepts

Data Center migration

Stakeholder comms

Atlassian Jira

Outils

Jira

Confluence

Description du poste

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.

Key Responsibilities

• 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.

Required Skills and Experience

• 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.

Preferred Qualifications

• 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.