ITSM Implementation Engineer

Key Responsibilities • Assess the existing JSM environment, workflows, service catalogue, request types, SLAs, automation and integrations. • Design and configure the target ITSM solution on SHIP-HAT JSM. • Implement core ITSM processes including Incident, Service Request, Problem, Change and Knowledge Management. • Configure service portals, forms, workflows, queues, approvals, SLAs, notifications and automation rules. • Support migration of agreed configurations and data from the existing on-premise JSM/Data Center environment. • Simplify and modernize legacy workflows rather than replicate existing processes unnecessarily. Required Experience and Skills • Strong hands-on experience implementing and configuring Atlassian Jira Service Management. • Experience with 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. • Experience with workflow automation, business-rule configuration and system integration. • Experience using REST APIs, webhooks or similar integration methods. • Experience with Jira and Confluence.