Systems Engineer (ITSM/ JIRA Service Management)

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.