Jira Service Management Engineer: ITSM Automation & Integrations

Capgemini

Singapore

On-site

SGD 90,000 - 130,000

Full time

4 days ago

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Job summary

Capgemini in Singapore seeks an experienced Jira Service Management Engineer to implement and modernise an ITSM platform, migrating from an on‑premise JSM Data Center environment. This role focuses on JSM engineering, ITSM workflow automation, and enterprise integrations to connect service operations with software delivery.

The successful candidate designs and implements a modern ITSM solution, driving operational efficiency through automation and process improvements.

Qualifications

Hands-on delivery of at least one Jira Service Management implementation.
Strong JSM configuration: workflows, forms, automation, SLAs, permissions.
Understanding ITSM processes: incident, service request, problem, change.
Experience with REST APIs, webhooks, and scripting.
Experience integrating JSM with other enterprise systems.
Knowledge of GitLab or similar DevOps tools; CI/CD concepts.
Experience with Atlassian Jira/Confluence in IT ops and software Eng.
Ability to own technical workstreams and communicate with stakeholders.

Responsibilities

Assess the existing JSM environment and design a simplified, modern target-state ITSM solution.
Configure JSM service projects, portals, request forms, workflows, queues, SLAs, permissions, approvals, and notifications.
Implement and enhance 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 to improve traceability across incidents, changes, releases, and engineering work.
Plan and support the migration of agreed configurations and data from JSM Data Center, including mapping, testing, validation, and cutover activities.
Support user acceptance testing (UAT), technical documentation, operational handover, and post‑go‑live stabilisation.