M06 - Low Code Engineer

About the Role

We are looking for an experienced Low-Code Engineer / Jira Service Management (JSM) Implementation Engineer to support the design, implementation, modernisation, and migration of an enterprise ITSM platform.

The role focuses on improving existing ITSM processes rather than performing a like-for-like migration. You will configure and automate service-management workflows, support platform migration, and integrate JSM with Jira, Confluence, GitLab, and other enterprise systems.

Key Responsibilities

• Assess existing JSM configurations, workflows, service catalogues, request types, SLAs, automation rules, and integrations.
• Design and configure the target ITSM solution using Jira Service Management.
• Implement ITSM processes including Incident, Service Request, Problem, Change, and Knowledge Management.
• Configure service portals, forms, workflows, queues, approvals, SLAs, notifications, and automation rules.
• Simplify and modernise existing workflows to improve efficiency and automation.
• Support the migration of configurations and data from existing on-premise or Data Center JSM environments.
• Design and implement integrations with Jira, Confluence, GitLab, and other enterprise systems.
• Develop integrations using REST APIs, webhooks, and other supported integration methods.
• Support system testing, migration validation, cutover, and production readiness activities.
• Troubleshoot platform, workflow, automation, and integration issues.
• Prepare technical documentation and provide knowledge transfer to relevant stakeholders.

Requirements

• Strong hands-on experience implementing and configuring Atlassian Jira Service Management (JSM).
• Experience configuring 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.
• Hands-on experience with workflow automation and business-rule configuration.
• Experience integrating systems using REST APIs, webhooks, or similar integration methods.
• Experience working with Jira and Confluence.
• Strong troubleshooting and problem-solving skills.
• Good documentation and stakeholder communication skills.

Good to Have

• Experience integrating JSM with GitLab or other DevOps toolchains.
• Experience with JSM Assets / CMDB capabilities.
• ITIL certification or strong practical knowledge of ITIL.
• Experience working in enterprise or government environments.
• Exposure to AI-enabled ITSM or AIOps capabilities such as ticket classification, incident summarisation, knowledge recommendations, or intelligent routing.

Ideal Candidate

• The ideal candidate is a hands-on JSM engineer who combines ITSM process knowledge, low-code workflow configuration, automation, migration, and system integration experience. You should be comfortable reviewing legacy processes, identifying opportunities for improvement, and implementing a simpler, more automated and integrated ITSM operating model.