Senior Application Engineer (Jira ITSM)

Overview

In this role you will support and enhance enterprise applications that underpin national security and critical services. You will work within the Cyber & Security Solutions Division to deliver secure, scalable platform solutions and drive continuous improvement. You’ll collaborate across engineering, service management, and business teams to resolve technical issues and guide junior engineers. The position offers hybrid working with on-site collaboration at a UK office to stay close to customers and the wider team. You will help shape secure-by-design applications that support defence and public sector services, with a clear impact on operational readiness and service delivery.

Pay / Benefits

• Generous leave with up to 12 flexi-days
• Employer pension contribution up to 15%
• Mental health support and financial advice
• 4,000+ online courses via Coursera and LinkedIn Learning
• Flexible benefits including private healthcare
• Hybrid working options

Responsibilities

• Support, configure, and enhance ITSM platforms (e.g. Jira Service Management) that underpin service delivery and operational workflows
• Deliver engineering tasks within defined work packages, ensuring alignment with user needs, security requirements, and service-level objectives
• Contribute to application architecture, integration, and lifecycle activities under the guidance of senior engineers
• Collaborate with stakeholders across engineering, service management, and business teams to resolve technical issues
• Mentor junior engineers and specialists, supporting their development and promoting best practices
• Participate in continuous improvement initiatives, including automation, documentation, and knowledge sharing
• Ensure compliance with engineering governance, ITSM processes, and cyber security policies

Key requirements

• Solid experience in supporting, configuring, and enhancing ITSM platforms (e.g. Jira Service Management or similar)
• Ability to solve moderately complex application-related issues and contribute to secure, scalable solutions
• Understanding of application lifecycle management, integration patterns, and secure-by-design principles
• Strong communication and collaboration skills across engineering and business teams
• A proactive mindset with a passion for continuous improvement and knowledge sharing
• Core areas (must have):
• Enterprise application support, configuration, and enhancement
• ITSM platform configuration and support (e.g. Jira Service Management or similar)
• Configuration of workflows across incident, problem, and change management processes
• Integration of ITSM platforms with monitoring, identity, and automation tooling
• Application lifecycle management (deployment, maintenance, upgrades, decommissioning)
• Integration patterns and identity management (e.g. SSO, RBAC, API integration)
• Secure-by-design principles and application security practices
• Technical problem solving and resolution of application-related issues
• Collaboration with engineering, service management, and business teams
• Experience working within ITIL-aligned service environments
• Delivery within enterprise / secure / defence environments
• Desirable:
• Jira Service Management (or similar ITSM platforms)
• ITIL process design and optimisation
• API-led automation and workflow orchestration
• Integration with alerting, monitoring, and incident management systems
• Reporting, dashboards, and service performance metrics
• Experience integrating with enterprise services (Active Directory, identity platforms)
• Exposure to DevOps / CI-CD practices
• Experience working in secure or regulated environments
• Security Clearance This role is subject to pre-employment screening in line with the UK Government’s Baseline Personnel Security Standard (BPSS). An additional range of Personnel Security Controls referred to as National Security Vetting (NSV) will apply. This role requires Developed Vetting (DV) clearance prior to starting.

• Strong communication and collaboration
• Proactive improvement mindset
• Mentoring and knowledge sharing
• ITSM platforms (Jira Service Management or similar)
• Application lifecycle management
• Integration patterns and identity management (SSO, RBAC)

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