Senior Jira Service Management (JSM) Engineer

CMC-APAC Private Limited; Singapore; Vor Ort; SGD 70.000 - 110.000; Vollzeit

Zusammenfassung

CMC-APAC Private Limited is seeking an experienced Jira Service Management engineer in Singapore to implement and modernise an IT Service Management platform on SHIP-HAT JSM. The role focuses on JSM engineering, ITSM workflow automation, and integrations with SHIP-HAT Jira, Confluence and GitLab to connect service operations with software delivery.

You will assess the current environment, design a target-state ITSM solution, and migrate configurations and data from the Data Center.

Qualifikationen

• Proven hands-on delivery of at least one JSM implementation.
• Strong JSM configuration skills including workflows, forms, automations and SLAs.
• Experience with ITSM processes: incident, problem, change, service request.
• Experience building automation and integrations via REST APIs and webhooks.
• Ability to work across IT operations and software engineering teams.

Aufgaben

• Assess the existing JSM environment and design a modern target-state ITSM solution on SHIP-HAT JSM.
• Configure JSM service projects, portals, request forms and workflows.
• Implement and improve incident, service request, problem, change and knowledge-management workflows.
• Develop automation for ticket routing, approvals, escalation and service fulfilment.
• Design and troubleshoot integrations using REST APIs and webhooks.
• Integrate JSM with Jira, Confluence and GitLab/DevOps tools to improve traceability.

Kenntnisse

Jira Service Management

ITSM

Workflow automation

REST APIs

Jira

Confluence

System integration

Data migration

Tools

Jira

Confluence

GitLab

Jobbeschreibung

About the role

Our Client is seeking an experienced, hands-on Jira Service Management (JSM) engineer to implement and modernise an IT Service Management platform on GovTech SHIP-HAT JSM, including migration from the 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 integrations with SHIP-HAT Jira, Confluence, GitLab and other enterprise platforms to connect service operations with software delivery.

Key responsibilities

• Assess the existing JSM environment and design a simplified, modern target-state ITSM solution on SHIP-HAT JSM.

• Configure JSM service projects, portals, request forms, workflows, queues, SLAs, permissions, approvals and notifications.

• Implement and improve 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, scripting and supported connectors.

• Integrate JSM with Jira, Confluence and GitLab/DevOps tools, using approved interfaces, to improve traceability across incidents, changes, releases and engineering work.

• Plan and support migration of agreed configurations and data from JSM Data Center, including mapping, testing, validation and cutover.

• Support user acceptance testing, technical documentation, operational handover and post-go-live stabilisation.

About you

• Proven hands-on delivery of at least one Jira Service Management implementation; experience using Jira only for issue tracking is insufficient.

• Strong JSM configuration skills 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 building automation and system integrations using REST APIs, webhooks and scripting.

• Experience integrating JSM or comparable enterprise workflow platforms with other systems.

• Working knowledge of GitLab or similar DevOps tools, CI/CD concepts, and release/change-management integration.

• Experience with Atlassian Jira and Confluence; able to work across IT operations and software engineering teams.

• Able to own a technical workstream independently, troubleshoot issues and communicate with stakeholders.

• Preferred: Jira/JSM Server or Data Center-to-cloud migration, including configuration and data migration.

• Preferred: JSM Assets/CMDB, service catalogue design and knowledge-management integration.