Jira Service Management Implementation Engineer

Optimum Solutions (Singapore) Pte Ltd.; Singapore; On-site; SGD 100,000 - 167,000; Full time

Job summary

Optimum Solutions (Singapore) Pte Ltd. is seeking a hands-on ITSM Specialist to assess the existing JSM environment and design a cloud-ready ITSM solution that aligns with ITIL practices and modern workflows.

You will implement Incident, Service Request, Problem, Change and Knowledge Management, configure portals, forms, SLAs and automation rules, and build integrations with Jira, Confluence and GitLab via REST APIs or webhooks, with migration and testing support.

Qualifications

• 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.

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

Jira Service Management

JSM workflows

Automation configuration

REST APIs

Webhooks

Jira

Confluence

ITIL knowledge

Stakeholder communication

Tools

Jira

Confluence

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.