At a Glance
- Tasks: Design and optimise ITSM solutions using Jira Service Management for diverse clients.
- Company: Join Nagarro UK, a fast-growing consultancy in cloud, data, and AI.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on innovation and career advancement.
- Why this job: Make a real impact by modernising enterprises and scaling AI solutions.
- Qualifications: 5+ years in ITSM tools, especially Jira Service Management, with strong communication skills.
The predicted salary is between 70000 - 90000 £ per year.
Nagarro UK is a fast-growing cloud, data, and AI consultancy built on the foundation of FWD View, a specialist data focused consultancy within predominantly financial services.
Backed by a global engineering business (18k+ people), we’re building a high-autonomy, founder-led practice focused on helping enterprises modernise, scale AI, and unlock value from complex environments.
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 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.
- 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, and asset lifecycle management.
- Strong stakeholder communication and requirement analysis skills.
- Experience in Atlassian Cloud environment.
- Familiarity with Jira Software, Confluence, Bitbucket.
- 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).
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