JSM Automation & Integration Engineer for ITSM

Cognizant; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

Cognizant is seeking an ITSM/JSM Automation & Integration Engineer – Devops to assess the existing JSM environment and design a simplified, modern target-state ITSM. You will configure JSM service projects, portals, forms, workflows, SLAs, permissions and notifications, and implement incident, service request, problem, change and knowledge-management workflows.

The role also involves building automation via REST APIs and scripting, integrating JSM with Jira, Confluence and GitLab/DevOps, and

Qualifications

• Proven hands-on delivery of at least one Jira Service Management implementation.
• Strong JSM configuration across workflows, forms, automation, SLAs.
• Understanding ITSM processes: incident, service request, problem, change.
• Experience building automation and integrations via REST APIs, webhooks, scripting.
• Experience integrating JSM with other enterprise systems.
• Knowledge of GitLab or similar DevOps tools and CI/CD.
• Experience with Atlassian Jira and Confluence; bridge IT ops and software engineering.
• Ability to own a technical workstream and communicate with stakeholders.

Responsibilities

• Assess the existing JSM environment and design a modern target-state ITSM on SHIP-HAT JSM.
• Configure JSM service projects, portals, forms, workflows, SLAs, permissions and notifications.
• Implement 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 and scripting.
• Integrate JSM with Jira, Confluence and GitLab/DevOps tools to improve traceability.
• Plan and support migration of configurations and data from JSM Data Center.
• Support UAT, technical documentation, handover and post-go-live stabilisation.

Skills

JSM config

ITSM processes

APIs & scripting

GitLab/DevOps

Jira & Confluence

Stakeholder liaison

Owns workstream

Jira migration

Knowledge management

ITIL

AI ITSM

Tools

GitLab

Confluence

Jira

Job description

Cognizant is seeking an ITSM/JSM Automation & Integration Engineer – Devops to assess the existing JSM environment and design a simplified, modern target-state ITSM. You will configure JSM service projects, portals, forms, workflows, SLAs, permissions and notifications, and implement incident, service request, problem, change and knowledge-management workflows.

The role also involves building automation via REST APIs and scripting, integrating JSM with Jira, Confluence and GitLab/DevOps, and