ITSM / JSM Automation Engineer - Devops

Key Responsibilities · Assess the existing JSM environment and design a simplified, modern target-state ITSM solution on SHIP-HAT JSM. · Configure JSM service projects, portals, request forms, workflows, queues, SLAs, permissions, approvals and notifications. · Implement and improve incident, service request, problem, change and knowledge-management workflows. · Develop automation for ticket routing, approvals, escalation, incident handling and service fulfilment. · Design, build and troubleshoot integrations using REST APIs, webhooks, scripting and supported connectors. · Integrate JSM with Jira, Confluence and GitLab/DevOps tools, using approved interfaces, to improve traceability across incidents, changes, releases and engineering work. · Plan and support migration of agreed configurations and data from JSM Data Center, including mapping, testing, validation and cutover. · Support user acceptance testing, technical documentation, operational handover and post-go-live stabilisation. Required Experience and Skills · Proven hands-on delivery of at least one Jira Service Management implementation; experience using Jira only for issue tracking is insufficient. · Strong JSM configuration skills covering workflows, request types, forms, automation rules, SLAs, permissions and service portals. · Practical understanding of ITSM processes, particularly incident, service request, problem and change management. · Experience building automation and system integrations using REST APIs, webhooks and scripting. · Experience integrating JSM or comparable enterprise workflow platforms with other systems. · Working knowledge of GitLab or similar DevOps tools, CI/CD concepts, and release/change-management integration. · Experience with Atlassian Jira and Confluence; able to work across IT operations and software engineering teams. · Able to own a technical workstream independently, troubleshoot issues and communicate with stakeholders. Preferred Experience · Jira/JSM Server or Data Center-to-cloud migration, including configuration and data migration. · JSM Assets/CMDB, service catalogue design and knowledge-management integration. · Automation linking GitLab pipelines or deployments to ITSM change and incident processes. · ITIL certification or experience in a highly governed enterprise/public-sector environment. · AIOps or AI-enabled ITSM, such as incident summarisation, ticket classification, knowledge recommendations or intelligent routing.