Jira Service Management Cloud Migration and ITSM Consultant

Tech Aalto Pte Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Tech Aalto Pte Ltd is seeking an ITSM Consultant to assess and design a Jira Service Management-based ITSM environment in Singapore. The role focuses on configuring workflows, forms, SLAs, and automations while integrating with Jira, Confluence, and GitLab, and migrating from on-premise setups to cloud.

Responsibilities include implementing core ITSM processes, testing and knowledge transfer, with an emphasis on simplifying legacy workflows and robust stakeholder communication.

Qualifications

• Hands-on experience implementing and configuring Atlassian Jira Service Management.
• Experience with JSM workflows, request types, forms, queues, SLAs, automation and permissions.
• Good understanding of ITSM processes and practices.
• Experience with Jira/JSM migration from Server or Data Center to cloud.
• Experience with workflow automation and system integration.
• Experience using REST APIs, webhooks or similar integration methods.
• Experience with Jira and Confluence.
• Strong troubleshooting, documentation and stakeholder communication skills.

Responsibilities

• Assess the existing JSM environment, workflows, service catalogue, request types, SLAs, automation and integrations.
• Design and configure the target ITSM solution on SHIP-HAT JSM.
• Implement core ITSM processes including Incident, Service Request, Problem, Change and Knowledge Management.
• Configure service portals, forms, workflows, queues, approvals, SLAs, notifications and automation rules.
• Support migration of agreed configurations and data from the existing on-premise JSM/Data Center environment.
• Simplify and modernise legacy workflows rather than replicate existing processes unnecessarily.
• Design and implement integrations with Jira, Confluence, GitLab and other systems using APIs, webhooks or supported integration methods.
• Support testing, migration validation, cutover, documentation and knowledge transfer.

Skills

ITSM knowledge

Stakeholder communication

Troubleshooting

Documentation

Tools

Jira Service Management (JSM)

Jira

Confluence

REST APIs

Webhooks

GitLab

Job description

Key Responsibilities

• Assess the existing JSM environment, workflows, service catalogue, request types, SLAs, automation and integrations.

• Design and configure the target ITSM solution on SHIP-HAT JSM.

• Implement core ITSM processes including Incident, Service Request, Problem, Change and Knowledge Management.

• Configure service portals, forms, workflows, queues, approvals, SLAs, notifications and automation rules.

• Support migration of agreed configurations and data from the existing on-premise JSM/Data Center environment.

• Simplify and modernise legacy workflows rather than replicate existing processes unnecessarily.

• Design and implement integrations with Jira, Confluence, GitLab and other systems using APIs, webhooks or supported integration methods.

• Support testing, migration validation, cutover, documentation and knowledge transfer.

Required Experience and Skills

• Strong hands‑on experience implementing and configuring Atlassian Jira Service Management.

• Experience with JSM workflows, request types, forms, queues, SLAs, automation and permissions.

• Good understanding of ITSM processes and practices.

• Experience with Jira/JSM migration, preferably from Server or Data Center to a cloud-based environment.

• Experience with workflow automation, business‑rule configuration and system integration.

• Experience using REST APIs, webhooks or similar integration methods.

• Experience with Jira and Confluence.

• Strong troubleshooting, documentation and stakeholder communication skills.

Preferred Experience

• Integration with GitLab or DevOps toolchains.

• JSM Assets / CMDB capabilities.

• ITIL certification or strong practical ITIL knowledge.

• Enterprise or government environment experience.

• AI-enabled ITSM or AIOps, such as ticket classification, incident summarisation, knowledge recommendations or intelligent routing

  Tech Aalto Pte Ltd | 24S2130 EA |Pushpanjli Kir | R1657306.