Systems Engineer (ITSM/ JIRA Service Management)

Optimum Solutions (Singapore) Pte Ltd.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Optimum Solutions (Singapore) Pte Ltd. seeks a hands-on ITSM / Jira Service Management Implementation Engineer to support modernisation, migration and implementation of an enterprise ITSM platform on SHIP-HAT JSM.

You will redesign ITSM workflows, configure JSM, automate processes and integrate JSM with enterprise platforms, including Jira, Confluence and GitLab.

Qualifications

• 2–3 years of Jira Service Management (JSM) implementation experience.
• Strong knowledge of JSM workflows, forms, queues, SLAs, automation.
• Good understanding of ITSM / ITIL processes.
• Experience migrating Jira/JSM from Server/Data Center to Cloud.
• Experience with workflow automation and system integrations.
• Hands-on experience with REST APIs and webhooks.
• Experience with Jira and Confluence.
• Strong troubleshooting and stakeholder communication skills.

Responsibilities

• Assess and redesign existing ITSM workflows, service catalogue, request types, SLAs and automations.
• Configure and implement JSM workflows, forms, portals, queues, approvals, SLAs and automation.
• Implement core ITSM processes including Incident, Service Request, Problem, Change and Knowledge Management.
• Support JSM migration from on-premise Server/Data Center environments.
• Develop integrations with Jira, Confluence, GitLab and other enterprise systems using APIs/webhooks.
• Support testing, migration, cutover, documentation and knowledge transfer.

Skills

JSM implementation

ITSM ITIL

REST APIs

Webhooks

Stakeholder communication

Migration experience

Jira administration

Tools

Jira

Confluence

GitLab

Job description

Our client is looking for a hands-on ITSM / Jira Service Management Implementation Engineer to support the modernisation, migration and implementation of an enterprise ITSM platform on SHIP-HAT JSM.

The role will focus on redesigning ITSM workflows, configuring JSM, automating processes and integrating JSM with enterprise platforms.

Responsibilities

• Assess and redesign existing ITSM workflows, service catalogue, request types, SLAs and automations.
• Configure and implement JSM workflows, forms, portals, queues, approvals, SLAs and automation.
• Implement core ITSM processes including Incident, Service Request, Problem, Change and Knowledge Management.
• Support JSM migration from on-premise Server/Data Center environments.
• Develop integrations with Jira, Confluence, GitLab and other enterprise systems using APIs/webhooks.
• Support testing, migration, cutover, documentation and knowledge transfer.

Requirements

• At least 2-3 years of experience with Jira Service Management (JSM) implementation and configuration.
• Strong knowledge of JSM workflows, request types, forms, queues, SLAs, automation and permissions.
• Good understanding of ITSM / ITIL processes.
• Experience with Jira/JSM migration, preferably Server/Data Center to Cloud.
• Experience with workflow automation and system integrations.
• Hands-on experience with REST APIs and/or webhooks.
• Experience with Jira and Confluence.
• Strong troubleshooting and stakeholder communication skills.