Jira Administrator

Overview

This role involves managing the daily operations, administration, and configuration of the Jira platform to support ITSM processes effectively. The incumbent will ensure system stability aligned with ELM's business workflows and operational model.

Key Duties

• Oversee the health of the Jira platform, monitor queues and service level agreements (SLAs).
• Address and resolve any Jira-related incidents and service requests promptly.
• Diagnose Jira issues to identify root causes and implement corrective measures.
• Manage ongoing ticket assignments and guarantee timely completion within established SLAs.
• Administer user accounts, roles, groups, permissions, projects, and system settings.
• Maintain Jira system environments and configurations.
• Configure Jira elements including projects, workflows, screens, fields, issue types, schemes, approvals, SLAs, and request setups.
• Apply necessary configuration changes reflecting operational needs.
• Enhance workflows through automation and process improvements.
• Supervise Jira integrations with Service Management Automation X (SMAX) and other corporate systems.
• Support ongoing monitoring and stability of Jira interfaces and assist with troubleshooting integration failures and connectivity problems.
• Collaborate with internal teams and external vendors to coordinate integration-related tasks.
• Manage Jira automation rules along with operational settings, focusing on automatic assignment, routing, notifications, and approvals.
• Create and update operational reports, filters, queries, and dashboards for performance tracking.
• Assist in configuration promotion, testing, and deployment activities during releases.
• Ensure compliance with ITSM governance, audit protocols, and change management policies.

Required Qualifications and Experience

• A bachelor's degree in Information Technology, Computer Science, or a related discipline.
• Over five years of experience in IT Service Management, including 2 to 3 years specifically in Jira platform administration.

Technical Expertise

• Proficiency in Atlassian Jira platform administration.
• Familiarity with ITSM tools and service management platforms.
• Strong grasp of ITIL processes such as Incident, Problem, Change, and Request management.
• Competency in Jira workflow configuration and using Jira Query Language (JQL).
• Understanding of Jira automation mechanisms and REST APIs integration concepts.

Soft Skills

• Excellent analytical abilities coupled with strong troubleshooting skills.
• Effective communication skills for stakeholder interaction.

Certifications

• ITIL Foundation Certification is mandatory.
• Atlassian Jira certifications are advantageous.