Jira Service Management (JSM) Engineer

CAPGEMINI SINGAPORE PTE. LTD.; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

Capgemini Singapore PTE. LTD. is seeking an experienced Jira Service Management Engineer to implement and modernise an ITSM platform, including migration from an on-prem JSM Data Center.

The role focuses on JSM engineering, ITSM workflow automation, and enterprise integrations to connect service operations with software delivery, driving efficiency through automation and process improvement.

Qualifications

• Proven hands-on delivery of at least one Jira Service Management implementation.
• Strong JSM configuration expertise covering workflows, forms, automation rules, SLAs, permissions, and service portals.
• Practical understanding of ITSM processes, particularly incident, service request, problem, and change management.
• Experience developing automation and system integrations using REST APIs, webhooks, and scripting.
• Experience integrating JSM or comparable enterprise workflow platforms with other business systems.
• Working knowledge of GitLab or similar DevOps tools, CI/CD concepts, and release/change management integration.
• Experience working with Atlassian Jira and Confluence, collaborating across IT operations and software engineering teams.

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.

Skills

Jira Service Management

ITSM workflows

Automation

REST APIs

Webhooks

Scripting

Jira & Confluence

GitLab

Tools

Jira

Confluence

Job description

About This Role

We are seeking an experienced, hands-on Jira Service Management (JSM) Engineer to implement and modernise an IT Service Management (ITSM) platform, including the migration from an existing on-premise JSM Data Center environment.

This is not a like-for-like migration or a generic DevOps infrastructure role. The focus is on JSM engineering, ITSM workflow automation, and enterprise integrations to connect service operations with software delivery. The successful candidate will play a key role in designing and implementing a modern ITSM solution while driving operational efficiency through automation and process improvement.

Job 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.

Job Description

Required Experience & Skills

• Proven hands-on delivery of at least one Jira Service Management implementation. Experience limited to Jira issue tracking alone is insufficient.
• Strong JSM configuration expertise 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 developing automation and system integrations using REST APIs, webhooks, and scripting.
• Experience integrating JSM or comparable enterprise workflow platforms with other business systems.
• Working knowledge of GitLab or similar DevOps tools, CI/CD concepts, and release/change management integration.
• Experience working with Atlassian Jira and Confluence, collaborating across IT operations and software engineering teams.
• Ability to independently own technical workstreams, troubleshoot issues, and communicate effectively with stakeholders.

Preferred Experience

• Jira/JSM Server or Data Center-to-Cloud migration experience, including configuration and data migration.
• Experience with JSM Assets/CMDB, service catalogue design, and knowledge management integration.
• Experience automating links between GitLab pipelines or deployments and ITSM change/incident processes.
• ITIL certification or experience working within highly governed enterprise or public-sector environments.
• Exposure to AIOps or AI-enabled ITSM capabilities, such as incident summarisation, ticket classification, knowledge recommendations, or intelligent routing.

Please note: Generic DevOps profiles without demonstrable Jira Service Management implementation experience will not be considered suitable for this role.