JIRA Service Management (JSM) Migration Engineer

EPAM Systems; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

EPAM Systems Inc. seeks an experienced JIRA Service Management Migration Engineer to lead enterprise migrations from ServiceNow to JSM. You will design roadmaps, map data, and implement JSM configurations and integrations to minimize disruption.

The role requires hands-on JSM/ServiceNow experience, strong ITSM knowledge, and client-facing consulting skills. You will coordinate with stakeholders, validate data, and ensure a seamless transition across environments.

Qualifications

• 3+ years hands-on experience administering and configuring Jira Service Management (JSM) and ServiceNow Migration.
• Led at least 1-2 end-to-end migrations from ServiceNow to JSM.
• Deep knowledge of ITSM processes (Incident, Problem, Change, Request Management).
• Proficiency in Atlassian Cloud / Data Center administration, automation rules, and Jira REST APIs.
• Experience with ServiceNow tables, Business Rules, Script Includes, and data export/import (JSON/XML/CSV).
• Proficiency in scripting languages (Python, JavaScript, or Groovy) for data manipulation and automation.
• Excellent client-facing communication, problem-solving abilities, and stakeholder management skills.

Responsibilities

• Migration Strategy & Planning: Assess ServiceNow instances and design migration roadmaps to JSM.
• Data Migration & Mapping: Architect ETL processes to move historical tickets, assets, users, and attachments.
• Configuration & Customization: Configure JSM projects, request types, automation rules, SLAs, and queues.
• Integration Management: Re-establish or integrate third-party tools, CI/CD pipelines, and monitoring with JSM.
• Testing & QA: Conduct end-to-end testing, UAT, and data validation to ensure no data loss.
• Stakeholder Enablement: Guide client IT teams, project managers, and end-users with best-practice adoption.

Tools

Jira Service Management

ServiceNow

Atlassian Cloud / Data Center

Jira REST APIs

Data mapping

Scripting: Python/JavaScript/Groovy

Job description

We are seeking an experienced JIRA Service Management (JSM) Migration Engineer to lead enterprise clients through complex transitions from ServiceNow to Atlassian Jira Service Management. The ideal candidate possesses deep technical expertise in both platforms, exceptional data mapping skills, and a proven track record of delivering seamless ITSM platform migrations with minimal business disruption.

Responsibilities

• Migration Strategy & Planning: Assess clients' existing ServiceNow instances (workflows, catalog items, SLAs, knowledge bases, and custom tables) and design comprehensive migration roadmaps to JSM.
• Data Migration & Mapping: Architect data extraction, transformation, and loading (ETL) processes to migrate historical tickets, assets, users, and attachments securely and accurately from ServiceNow to JSM.
• Configuration & Customization: Configure JSM projects, request types, automation rules, service level agreements (SLAs), and queues to match or improve upon current ServiceNow functionality.
• Integration Management: Re-establish or integrate third-party tools, CI/CD pipelines, and monitoring systems with the new JSM environment.
• Testing & Quality Assurance: Conduct rigorous end-to-end testing, User Acceptance Testing (UAT), and data validation to ensure zero data loss and functional parity.
• Stakeholder Enablement: Collaborate with client IT teams, project managers, and end-users, providing technical guidance, training, and best-practice advisory for Atlassian ITSM adoption.

Requirements & Experience

• 3+ years of hands-on experience administering and configuring Jira Service Management (JSM) and ServiceNow Migration.
• Demonstrated success leading at least 1-2 end-to-end migrations from ServiceNow to JSM.
• Deep knowledge of ITSM processes (Incident, Problem, Change, Request Management).
• Proficiency in Atlassian Cloud / Data Center administration, automation rules, and Jira REST APIs.
• Experience with ServiceNow tables, Business Rules, Script Includes, and data export/import (JSON/XML/CSV).
• Proficiency in scripting languages (Python, JavaScript, or Groovy) for data manipulation and automation.
• Excellent client-facing communication, problem-solving abilities, and stakeholder management skills.

Nice to have

• Atlassian Certified Professional for Jira Service Management (or Jira Administration).
• ServiceNow Certified System Administrator (CSA) / Certified Implementation Specialist (CIS-ITSM).