Jira Service Management Engineer—ITSM Automation

NTT SINGAPORE PTE. LTD.

Singapore

On-site

SGD 90,000 - 140,000

Full time

8 days ago

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Job summary

NTT Singapore is seeking an experienced Jira Service Management engineer to implement and modernise an ITSM platform, including migration from an on-premise JSM DataCenter environment. The role focuses on JSM engineering, ITSM workflow automation, and integrations with SHIP-HAT Jira, Confluence, GitLab and other enterprise platforms to connect service operations with software delivery.

You will assess the current JSM environment, design a streamlined target state, configure service projects, and

Qualifications

Hands-on delivery of at least one Jira Service Management implementation.
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.

Responsibilities

Assess the existing JSM environment and design a 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 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.