Jira Service Management Automation Architect

Tech Aalto Pte ltd; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Jira Service Management

Jira

Confluence

Automation

REST APIs

Webhooks

DevOps / CI/CD

ITSM processes

Stakeholder communication

Scripting

Tools

Jira

Confluence

GitLab

Job description

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.