Information Technology Service Management Consultant
Posted 1 day ago by Verse Consulting
Negotiable
Undetermined
Hybrid
London Area, United Kingdom
Summary: The ITSM / CMDB Engineer role focuses on leveraging Jira Service Management to design, implement, and optimize ITSM and CMDB solutions. The position requires collaboration with customers and stakeholders to deliver scalable, ITIL-aligned service management solutions on Atlassian Cloud. Candidates should possess strong hands-on experience in ITSM tools and a solid understanding of ITIL processes. This is a full-time position that can be performed remotely or in a hybrid setting.
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, and 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.
Key Skills:
- 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, and JSM Assets / CMDB (Insight).
- Good understanding of ITIL processes.
- Experience in CMDB design, data modelling, relationship mapping, and asset lifecycle management.
- Strong stakeholder communication and requirement analysis skills.
- Experience in Atlassian Cloud environment.
- Good to have experience with Jira Software, Confluence, Bitbucket, integrations using REST APIs or marketplace apps, ITIL certification, Atlassian certification(s), DC to Cloud migrations or ITSM tool migrations, and scripting/automation experience (Groovy, JS, or REST-based).
Salary (Rate): undetermined
City: London Area
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Job Title: ITSM / CMDB Engineer – Jira Service Management
Experience: 6–8 years
Location: Remote/Hybrid
Role Type: Full-time
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
Must Have:
- 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
Good to Have:
- Experience with:
- 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)