Low code engineer

Experience Required: 4–6 years

Platform: Jira Service Management (JSM)

Focus: ITSM modernisation, migration, automation, and integration

About the Role

We are looking for a Low-Code Engineer (ITSM / JSM Implementation Engineer) to support the design, implementation, and migration of a new ITSM platform on Jira Service Management (JSM). This role focuses on modernising the current ITSM environment (not a like-for-like migration). You will redesign service management workflows, implement automation, and integrate JSM with Jira, Confluence, GitLab, and other enterprise systems to improve service delivery and operational efficiency.

Key Responsibilities

• Assess the current JSM environment, including workflows, service catalogue, request types, SLAs, automation rules, and integrations
• Design and configure the target ITSM solution on SHIP-HAT JSM
• Implement core ITSM processes: Incident, Service Request, Problem, Change, and Knowledge Management
• Configure service portals, forms, workflows, queues, approvals, SLAs, notifications, permissions, and automation
• Support migration of agreed configurations and data from existing JSM environments into the target platform
• Simplify and modernise legacy workflows where appropriate, avoiding unnecessary replication of outdated processes
• Design and implement integrations using APIs/webhooks and supported integration methods (e.g., Jira, Confluence, GitLab, other enterprise platforms)
• Support testing, migration validation, cutover planning/execution, documentation, and knowledge transfer

Screening Requirements / Skills (Must-Have)

• Strong hands-on experience implementing and configuring Jira Service Management (JSM)
• Solid understanding of ITSM processes and practices
• Experience configuring JSM workflows, request types, forms, queues, SLAs, automation, and permissions
• Experience with migration activities (e.g., Server/Data Center to cloud-based environments)
• Experience with workflow automation, business rules configuration, and system integration
• Working knowledge of REST APIs, webhooks, or similar integration approaches
• Strong troubleshooting, documentation, and stakeholder communication skills
• Experience working with Jira and Confluence

Nice-to-Have / Advantage

• Integration experience with GitLab or DevOps toolchains
• Experience with JSM Assets / CMDB
• ITIL certification or strong practical ITIL knowledge
• Experience in enterprise or government environments
• Exposure to AI-enabled ITSM / AIOps use cases (e.g., ticket classification, incident summarisation, knowledge recommendations, intelligent routing)