Jira Service Management Cloud Migration and ITSM Consultant

TECH AALTO PTE. LTD.; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

Tech Aalto Pte Ltd in Singapore seeks an ITSM specialist to implement and configure Jira Service Management (JSM), align ITIL processes, and modernize legacy workflows. You will design the target ITSM processes and integrate Jira, Confluence, and GitLab via REST APIs or webhooks, supporting migration from on-premise to cloud.

The role emphasizes hands-on delivery, documentation, testing, cutover readiness, and knowledge transfer, with exposure to enterprise ITSM deployments in dynamic

Qualifications

• Hands-on experience implementing and configuring Atlassian Jira Service Management (JSM).
• Experience with JSM workflows, request types, forms, queues, SLAs, automation and permissions.
• Strong 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.

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

Migration experience

Education

ITIL certification

Tools

Jira Service Management (JSM)

Jira

Confluence

GitLab

REST APIs

Webhooks

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

Confidentiality is assured,and only shortlisted candidates will be notified for interviews.

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