M06 - Low Code Engineer

About the Role We are looking for an experienced Low-Code Engineer / Jira Service Management (JSM) Implementation Engineer to support the design, implementation, modernisation, and migration of an enterprise ITSM platform. The role focuses on improving existing ITSM processes rather than performing a like-for-like migration. You will configure and automate service-management workflows, support platform migration, and integrate JSM with Jira, Confluence, GitLab, and other enterprise systems. Key Responsibilities Assess existing JSM configurations, workflows, service catalogues, request types, SLAs, automation rules, and integrations. Design and configure the target ITSM solution using Jira Service Management. Implement ITSM processes including Incident, Service Request, Problem, Change, and Knowledge Management. Configure service portals, forms, workflows, queues, approvals, SLAs, notifications, and automation rules. Simplify and modernise existing workflows to improve efficiency and automation. Support the migration of configurations and data from existing on-premise or Data Center JSM environments. Design and implement integrations with Jira, Confluence, GitLab, and other enterprise systems. Develop integrations using REST APIs, webhooks, and other supported integration methods. Support system testing, migration validation, cutover, and production readiness activities. Troubleshoot platform, workflow, automation, and integration issues. Prepare technical documentation and provide knowledge transfer to relevant stakeholders. Requirements Strong hands-on experience implementing and configuring Atlassian Jira Service Management (JSM). Experience configuring JSM workflows, request types, forms, queues, SLAs, automation, and permissions. Good understanding of ITSM processes and practices. Experience with Jira/JSM migration, preferably from Server or Data Center to a cloud-based environment. Hands-on experience with workflow automation and business-rule configuration. Experience integrating systems using REST APIs, webhooks, or similar integration methods. Experience working with Jira and Confluence. Strong troubleshooting and problem-solving skills. Good documentation and stakeholder communication skills. Good to Have Experience integrating JSM with GitLab or other DevOps toolchains. Experience with JSM Assets / CMDB capabilities. ITIL certification or strong practical knowledge of ITIL. Experience working in enterprise or government environments. Exposure to AI-enabled ITSM or AIOps capabilities such as ticket classification, incident summarisation, knowledge recommendations, or intelligent routing. Ideal Candidate The ideal candidate is a hands-on JSM engineer who combines ITSM process knowledge, low-code workflow configuration, automation, migration, and system integration experience. You should be comfortable reviewing legacy processes, identifying opportunities for improvement, and implementing a simpler, more automated and integrated ITSM operating model.