Jira Administrator

This is a hybrid position located in San Jose, CA requiring 2 days a week in the office.

About the role

Cisco's Customer Experience (CX) team is one of the company's fastest-growing groups, dedicated to crafting outstanding digital experiences for our customers and partners. The CX Platform is designed to meet the diverse needs of this team, applying cutting-edge technologies like advanced artificial intelligence to improve customer success. We are at the forefront of using modern, cloud-based technologies that keep us flexible and responsive in a constantly evolving market.

As leaders in our field, CX helps customers get the most value from their Cisco experience, ensuring quick and impactful results. We are committed to delivering high-quality work promptly, making informed decisions based on data, and maintaining transparency, all while taking responsibility and ownership of our actions.

We are seeking a Senior Jira & Jira Align Administrator to own and evolve our Atlassian ecosystem end-to-end—including Jira Software, Jira Service Management (JSM), Confluence, and Jira Align. This role will architect scalable, well-governed solutions that connect strategy to execution across teams and portfolios. The ideal candidate combines platform administration with AI-driven automation, strong integration design, and excellent partner enablement to improve delivery flow, support outcomes, and executive visibility.

Responsibilities

• Serve as primary administrator for Jira Software (Cloud or Data Center), define and enforce, manage org-level settings, and establish sandbox vs. production practices and change control procedures.
• Configure and administer Jira Align, maintain the Jira ↔ Jira Align connector, manage hierarchy mapping, oversee PI cadences, sprints, value streams, OKRs, dependencies, risk ROAMing, and support PI Planning and SAFe/LPM best practices.
• Own roadmaps, capacity planning, forecasting, and other scaled agile enablement activities.
• Design AI-assisted workflows, build Jira/JSM automations & scripted solutions, and leverage tools for end-to-end orchestration.
• Architect integrations with DevOps tools, incident management, identity providers, CRM/ERP, and BI platforms. Evaluate, govern, and administer Marketplace apps. Define API/webhook patterns and deliver integration runbooks and monitoring.
• Implement JSM portals, request types, SLAs, queues, and knowledge integrations. Configure Assets/CMDB and Change/Incident/Problem workflows aligned to ITIL, and improve deflection and MTTR.
• Deliver executive-ready dashboards, maintain data hygiene, and partner with Analytics to model Jira/Align data for BI tools (Power BI, Tableau).
• Establish change management, plan and complete migrations/consolidations/major upgrades, and create documentation.
• Convert business needs into scalable system designs; own platform enhancement roadmap, and deliver training.

Requirements

• Minimum of 8+ years administering Jira at scale (Cloud or Data Center).
• 2–4+ years administration experience with Jira Align including hierarchy design, PI cadence setup, and connector configuration.
• Demonstrated success implementing AI/automation for service and delivery use cases.
• Proficiency with Jira/JSM Automation, ScriptRunner (Groovy), REST APIs (Python/JavaScript), webhooks.
• Solid understanding of SAFe or other scaled agile frameworks and ITIL practices.
• Excellent communication, stakeholder management, documentation, and data/reporting mentality.

Preferred Qualifications

• Atlassian Certifications: ACP-100/120 (Jira Administration), ACP-620 (Cloud).
• Jira Align/SAFe Certifications: Jira Align Program Admin, SPC, LPM, RTE, PO/PM.
• Experience with Advanced Roadmaps, test management (Xray/Zephyr), and value stream metrics.
• Experience integrating Atlassian with Power Platform, Workato, Zapier, or serverless functions.
• Background in regulated environments (SOX, SOC 2, ISO 27001).

Benefits

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include:

• Medical, dental, and vision insurance.
• 401(k) plan with a Cisco matching contribution.
• Paid parental leave, short and long-term disability coverage, and basic life insurance.
• Grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees.
• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness.
• Non-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at a rate of 4.92 hours per pay period for full-time employees.
• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations).
• 80 hours of sick time off provided on hire date and each January 1st thereafter, with up to 80 hours of unused sick time carried forward from one calendar year to the next.
• Additional paid time away may be requested to deal with critical or emergency issues for family members.
• Optional 10 paid days per full calendar year to volunteer.

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies. Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components.

Pay

The starting salary range for this position is $154,900.00 to $225,300.00 for new hires in U.S. and/or Canada locations, not including incentive compensation, equity, or benefits. Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training.

The full salary ranges for certain locations are listed below:

• New York City Metro Area: $154,900.00 - $259,100.00
• Non-Metro New York State & Washington State: $136,500.00 - $228,300.00

For quota-based sales roles on Cisco’s sales plan, the ranges provided include base pay and sales target incentive compensation combined.