JIRA Administrator

About the role

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

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, automation, SLAs, and service portals.
• Experience integrating JIRA with third-party tools such as Confluence, Slack, and monitoring systems.
• Experience with JIRA Data Center and cloud migrations.
• Proficiency in JQL (JIRA Query Language), scripting tools (Scriptrunner, Groovy), and API integrations.
• Experience working in Agile and DevOps environments is a plus.
• JIRA certifications (e.g., Atlassian Certified JIRA Administrator) are highly desirable.
• Applicants must be authorized to work for any employer in the U.S.

Skills

• 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.

Benefits

• Medical, dental, vision, and life insurances.
• Short and long-term disability.
• Company-match of 100% of a 6% contribution 401(k) plan.
• Employee Assistance Plan.
• Health Savings Account, Flexible Spending Account, Health Reimbursement Account.
• Wellness program.