JIRA Administrator

Job Description

Role Purpose We are seeking a skilled JIRA System Administrator with a strong background in Service Management to join our IT team. The ideal candidate will be responsible for configuring, customizing, managing, and supporting our JIRA environment, including JIRA Service Management (JSM), to ensure optimal performance and alignment with GBS?s Student and Staff support portal business processes. ROLE And RESPONSIBILITIES Administer and maintain the JIRA platform, including JIRA Core, JIRA Software, and JIRA Service Management. Create & Manage JIRA schemes, workflows, screen schemes, field configurations, permissions, and user groups. Perform system upgrades, plugin management, and ensure system stability and performance. Implement and configure integrations between JIRA and other systems using API?s Configure and manage JIRA Service Management (JSM) for ITSM processes, including incident management, change management, problem management, and service request management. Develop and implement service catalogues, request types, SLAs, and automation rules. Create and maintain JIRA Service Management dashboards, reports, and metrics to monitor performance and service levels. Collaborate with cross-functional teams to gather requirements, design, and implement efficient workflows and automation in JIRA. Conduct regular assessments and optimize JIRA configurations to align with business processes. Provide recommendations for improving process efficiency, system usability, and data integrity. Provide support for JIRA-related issues and queries from end-users. Implement and enforce best practices for user and project permissions, ensuring data security and compliance with organizational policies. Regularly review and audit system logs, user activity, and permissions. Develop custom reports, dashboards, and queries to support business decision-making. Analyse service management data to identify trends, issues, and opportunities for improvement. Qualifications Bachelor?s degree in information technology, Computer Science, or a related field. Certifications (Atlassian Certified Jira Administrator, ITIL Foundation Certification) Minimum of 5 years of experience as a JIRA Administrator, with a strong focus on JIRA Service Management. Proficiency with JIRA Software and Core, and experience with JQL (JIRA Query Language). Experience with Confluence, Bitbucket, and other Atlassian tools is preferred. Understanding of ITIL/ITSM best practices and experience with implementing ITSM processes. Strong problem-solving skills, with the ability to troubleshoot and resolve complex system issues. Excellent communication and interpersonal skills, with the ability to work effectively with technical and non-technical stakeholders. Soft Skills Excellent problem-solving and analytical skills. Strong communication and interpersonal skills. Ability to work independently and as part of a team. Detail-oriented with a focus on accuracy and quality.