JIRA Administrator

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We are seeking an experienced JIRA Administrator with a strong focus on Jira Service Management (JSM) to support and enhance our IT service management (ITSM) processes.

The ideal candidate will be responsible for configuring, administering, and optimizing JIRA Service Management to improve workflows, automation, and reporting for IT support and business teams.

Key Accountabilities/Deliverables:


* Jira Administration & Configuration:
+ Manage and maintain JIRA, JIRA Service Management (JSM), and associated Atlassian tools.
+ Configure JIRA workflows, custom fields, permission schemes, notification schemes, SLAs, and automation rules.
+ Implement and customize JIRA Service Management (JSM) request types, queues, portals, and knowledge bases.
+ Maintain user access controls, security settings, and group permissions in alignment with IT policies.



* Service Management & ITSM Support:
+ Design, implement, and optimize ITSM processes such as incident management, change management, problem management, and request fulfillment using JIRA Service Management.
+ Configure and manage Service Level Agreements (SLAs) and escalation rules to ensure timely incident resolution.
+ Develop and maintain customer-facing and internal service portals for streamlined ticket submission and tracking.
+ Collaborate with IT and business teams to automate service workflows and improve efficiency.



* Integration & Automation:
+ Integrate JIRA Service Management with third-party applications (e.g., Confluence, Slack, Microsoft Teams, monitoring tools).
+ Implement automation for repetitive tasks, approvals, and notifications using JIRA Automation Rules and Scriptrunner.
+ Work with DevOps teams to integrate JIRA with CI/CD pipelines and version control systems like Git.



* Reporting & Analytics:
+ Develop dashboards and reports for IT service performance, ticket trends, SLA adherence, and team productivity.
+ Provide insights and recommendations to improve ITSM efficiency based on data-driven analysis.



* User Training & Support:
+ Conduct training sessions for JIRA users, IT teams, and stakeholders on best practices and tool usage.
+ Provide Tier 2/3 support for Jira and JSM-related issues, ensuring minimal disruption to service teams.

Technical Knowledge and Understanding:


* Knowledge of JIRA Insight Asset Management and its application in IT asset tracking.


* Strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL).


* Familiarity with Atlassian Access and user identity management.

Requirements:


* Bachelor degree in Computer Science or related field, or equivalent work experience.


* 3+ years of experience as a JIRA Administrator, with a strong focus on JIRA Service Management.


* Hands-on experience configuring JIRA workflows, auto...