ITSM / CMDB Engineer

Job Summary
We are looking for an experienced ITSM / CMDB Engineer with strong hands-on expertise in Jira Service Management (JSM) to design, implement, and optimize ITSM and CMDB solutions. The role involves working closely with customers and internal stakeholders to implement scalable, ITIL-aligned service management solutions on Atlassian Cloud.

Key Responsibilities

• Implement ITSM processes on Jira Service Management including: Incident, Request, Problem, Change, Knowledge, SLA, Major Incident, etc.
• Lead or contribute to end-to-end JSM implementations (from requirement gathering to go-live).
• Design, implement, and maintain CMDB / Assets using JSM Assets (formerly Insight).
• Define:
• Object schemas, object types, attributes, relationships
• Data models for services, applications, infrastructure, and business services
• Integrate JSM with:
• Monitoring tools, CI/CD tools, identity providers, and other enterprise systems
• Configure:
• Workflows, request types, automation rules, SLAs, queues, forms, portals, and reports
• Implement automation for:
• Ticket routing, approvals, notifications, CMDB updates, and lifecycle workflows
• Support data migration into JSM / Assets (CMDB) from Excel or legacy tools
• Conduct workshops with stakeholders for:
• ITSM process design, CMDB modelling, and solution walkthroughs
• Provide L2/L3 support and continuous improvement recommendations

Required Skills & Experience

• 5+ years'''' experience in ITSM tools implementation, preferably Jira Service Management
• Strong hands-on experience with:
  • JSM project configuration
  • Workflows, SLAs, queues, request types, automation
  • JSM Assets / CMDB (Insight)
• Good understanding of ITIL processes
• Experience in:
  • CMDB design, data modelling, relationship mapping
  • Asset lifecycle management
• Strong stakeholder communication and requirement analysis skills
• Experience in Atlassian Cloud environment
• Jira Software, Confluence, Bitbucket
• Integrations using REST APIs or marketplace apps
• ITIL certification
• Atlassian certification(s)
• Experience in DC to Cloud migrations or ITSM tool migrations
• Scripting / automation experience (Groovy, JS, or REST-based)