Jira Service Management Implementation Engineer

APAR TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Apar Technologies PTE. LTD. in Singapore seeks an expert to lead Jira Service Management implementations and ITSM process design.

You will configure workflows, forms, SLAs, and automation, and drive migrations from on-premises to cloud ecosystems. Collaboration with stakeholders across IT and business units is essential. The role requires strong API/webhook experience, hands-on Jira/Confluence skills, and a proactive approach to documentation and knowledge transfer.

Qualifications

• Minimum 5 years of Jira Service Management implementation and configuration.
• Hands-on experience with JSM workflows, forms, queues, SLAs, automation and permissions.
• Strong understanding of ITSM processes; migration from Server/Data Center to cloud.
• Experience with REST APIs, webhooks or similar integration methods.
• Excellent troubleshooting and stakeholder communication skills.

Responsibilities

• Assess existing ITSM workflows, service catalogues, request types, SLAs, automation and integrations.
• Design and configure Jira Service Management solutions based on business and ITSM requirements.
• Implement ITSM processes including Incident, Service Request, Problem, Change and Knowledge Management.
• Configure service portals, forms, workflows, queues, approvals, SLAs, notifications and automation.
• Support migration of relevant configurations and data from existing Jira Service Management environments.
• Review and simplify legacy workflows to improve efficiency and user experience.
• Develop and support integrations with Jira, Confluence, GitLab and other enterprise systems using APIs and webhooks.
• Support system testing, migration validation and production cutover activities.
• Prepare technical documentation and provide knowledge transfer to relevant teams.
• Troubleshoot configuration, workflow, integration and platform-related issues.

Skills

Jira Service Management

ITSM processes

REST APIs/Webhooks

Jira & Confluence

Migration to cloud

Education

ITIL certification

Tools

GitLab

Jira

Confluence

Job description

Key Responsibilities

• Assess existing ITSM workflows, service catalogues, request types, SLAs, automation and integrations.
• Design and configure Jira Service Management solutions based on business and ITSM requirements.
• Implement ITSM processes including Incident, Service Request, Problem, Change and Knowledge Management.
• Configure service portals, forms, workflows, queues, approvals, SLAs, notifications and automation.
• Support migration of relevant configurations and data from existing Jira Service Management environments.
• Review and simplify legacy workflows to improve efficiency and user experience.
• Develop and support integrations with Jira, Confluence, GitLab and other enterprise systems using APIs and webhooks.
• Support system testing, migration validation and production cutover activities.
• Prepare technical documentation and provide knowledge transfer to relevant teams.
• Troubleshoot configuration, workflow, integration and platform-related issues.

Requirements

• At least 5 years of relevant experience in Jira Service Management implementation and configuration.
• Strong hands‑on experience with Jira Service Management workflows, request types, forms, queues, SLAs, automation and permissions.
• Good understanding of ITSM processes and practices.
• Experience with Jira Service Management migration, preferably from Server or Data Center environments to cloud-based platforms.
• Experience with workflow automation and business‑rule configuration.
• Experience with REST APIs, webhooks or similar integration methods.
• Hands‑on experience with Jira and Confluence.
• Strong troubleshooting, documentation and stakeholder communication skills.

Preferred Skills

• Experience integrating Jira Service Management with GitLab or DevOps toolchains.
• Experience with JSM Assets / CMDB.
• ITIL certification or practical knowledge of ITIL processes.
• Experience supporting enterprise-scale ITSM environments.
• Knowledge of AI-enabled ITSM or AIOps capabilities such as ticket classification, incident summarisation, knowledge recommendations or intelligent routing.

EA Number: 11C4879