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ITSM / CMDB Engineer
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
- 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
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Required Skills & Experience
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- 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)
Service Region: Others
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