JIRA Service Management (JSM) Migration Engineer
We are seeking an experienced JIRA Service Management (JSM) Migration Engineer to lead enterprise clients through complex transitions from ServiceNow to Atlassian Jira Service Management. The ideal candidate possesses deep technical expertise in both platforms, exceptional data mapping skills, and a proven track record of delivering seamless ITSM platform migrations with minimal business disruption.
Responsibilities
- Migration Strategy & Planning: Assess clients' existing ServiceNow instances (workflows, catalog items, SLAs, knowledge bases, and custom tables) and design comprehensive migration roadmaps to JSM
- Data Migration & Mapping: Architect data extraction, transformation, and loading (ETL) processes to migrate historical tickets, assets, users, and attachments securely and accurately from ServiceNow to JSM
- Configuration & Customization: Configure JSM projects, request types, automation rules, service level agreements (SLAs), and queues to match or improve upon current ServiceNow functionality
- Integration Management: Re-establish or integrate third-party tools, CI/CD pipelines, and monitoring systems with the new JSM environment
- Testing & Quality Assurance: Conduct rigorous end-to-end testing, User Acceptance Testing (UAT), and data validation to ensure zero data loss and functional parity
- Stakeholder Enablement: Collaborate with client IT teams, project managers, and end-users, providing technical guidance, training, and best-practice advisory for Atlassian ITSM adoption
Requirements
- Experience: 3+ years of hands-on experience administering and configuring Jira Service Management (JSM) and ServiceNow
- Migration Expertise: Demonstrated success leading at least 1–2 end-to-end migrations from ServiceNow to JSM
- Deep knowledge of ITSM processes (Incident, Problem, Change, Request Management)
- Proficiency in Atlassian Cloud / Data Center administration, automation rules, and Jira REST APIs
- Experience with ServiceNow tables, Business Rules, Script Includes, and data export/import (JSON/XML/CSV)
- Scripting & Tools: Proficiency in scripting languages (Python, JavaScript, or Groovy) for data manipulation and automation
- Soft Skills: Excellent client-facing communication, problem-solving abilities, and stakeholder management skills
Nice to have
- Atlassian Certified Professional for Jira Service Management (or Jira Administration)
- ServiceNow Certified System Administrator (CSA) / Certified Implementation Specialist (CIS-ITSM)
