Job Description
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)
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Nagarro is a global digital engineering and AI transformation company. Its Fluidic Intelligence drives seamless intelligence flow, improving speed, decisions, and productivity.
Key team members
Manas Human
Vasco Marçal Grilo
Jonas Olsson
Roland Kirst
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