Low code Engineer
USER EXPERIENCE RESEARCHERS PTE. LTD.
Key Responsibilities
- Assess the existing JSM environment, workflows, service catalogue, request types, SLAs, automation and integrations.
- Design and configure the target ITSM solution on a cloud-based JSM environment.
- 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 modernise legacy workflows rather than replicate existing processes unnecessarily.
- Design and implement integrations with Jira, Confluence, GitLab and other systems using APIs, webhooks or supported integration methods.
- Support testing, migration validation, cutover, documentation and knowledge transfer.
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.
- Strong troubleshooting, documentation and stakeholder communication skills.
Preferred Experience
- Integration with GitLab or DevOps toolchains.
- JSM Assets / CMDB capabilities.
- ITIL certification or strong practical ITIL knowledge.
- Enterprise or government environment experience.
- AI-enabled ITSM or AIOps, such as ticket classification, incident summarisation, knowledge recommendations or intelligent routing.