ITSM / JSM Automation Engineer - Devops

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Descrizione

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,

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