Company Description
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
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Implement ITSM processes on Jira Service Management including: Incident, Request, Problem, Change, Knowledge, SLA, Major Incident, etc.
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Lead or contribute to end-to-end JSM implementations (from requirement gathering to go-live).
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Design, implement, and maintain CMDB / Assets using JSM Assets (formerly Insight).
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Define:
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Object schemas, object types, attributes, relationships
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Data models for services, applications, infrastructure, and business services
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Integrate JSM with:
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Monitoring tools, CI/CD tools, identity providers, and other enterprise systems
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Configure:
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Workflows, request types, automation rules, SLAs, queues, forms, portals, and reports
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Implement automation for:
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Ticket routing, approvals, notifications, CMDB updates, and lifecycle workflows
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Support data migration into JSM / Assets (CMDB) from Excel or legacy tools
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Conduct workshops with stakeholders for:
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ITSM process design, CMDB modelling, and solution walkthroughs
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Provide L2/L3 support and continuous improvement recommendations
Required Skills & Experience
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5+ years'''' experience in ITSM tools implementation, preferably Jira Service Management
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Strong hands-on experience with:
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JSM project configuration
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Workflows, SLAs, queues, request types, automation
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JSM Assets / CMDB (Insight)
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Good understanding of ITIL processes
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Experience in:
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CMDB design, data modelling, relationship mapping
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Asset lifecycle management
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Strong stakeholder communication and requirement analysis skills
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Experience in Atlassian Cloud environment
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Jira Software, Confluence, Bitbucket
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Integrations using REST APIs or marketplace apps
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ITIL certification
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Atlassian certification(s)
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Experience in DC to Cloud migrations or ITSM tool migrations
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Scripting / automation experience (Groovy, JS, or REST-based)
