At a Glance
- Tasks: Design and optimise ITSM and CMDB solutions using Jira Service Management.
- Company: Leading tech firm in London with a focus on innovation.
- Benefits: Attractive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and career advancement.
- Why this job: Join a dynamic team and shape the future of service management.
- Qualifications: 5+ years in ITSM tools, especially Jira Service Management, and strong communication skills.
The predicted salary is between 60000 - 80000 £ per year.
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 optimise 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 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.
- Manage 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.
- Experience with 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.
- Proficiency with Jira Software, Confluence, Bitbucket.
- Experience with integrations using REST APIs or marketplace apps.
- ITIL certification.
- Experience in DC to Cloud migrations or ITSM tool migrations.
- Scripting / automation experience (Groovy, JS, or REST‑based).
- #J-18808-Ljbffr
ITSM / CMDB Engineer United Kingdom, London employer: Nagarro SE
Nagarro SE is an exceptional employer located in the vibrant city of London, offering a dynamic work culture that fosters innovation and collaboration. Employees benefit from extensive growth opportunities, including professional development and training in cutting-edge technologies, while enjoying a supportive environment that values work-life balance and diversity. Joining Nagarro means being part of a forward-thinking team dedicated to delivering impactful IT solutions in a thriving tech hub.
