Jira Administrator & Support Analyst

Role Overview

Gargash Group, a representative of elite automotive and luxury brands, has adopted Atlassian Jira as their centralized platform for managing workflows across procurement, marketing demands, HR, pre-delivery inspections, after-sales operations, and numerous brand-specific projects. This newly established position within Gargash Group Technology (GGT) aims to centralize Jira governance, provide continual administration, technical support, and maximize the Jira platform’s potential as a unified workflow backbone.

The individual will serve as the designated technical custodian for all Jira-related environments, responsible for configuration, user management, workflow design, automation, integration oversight, vendor coordination, and end-user assistance. Collaboration with business teams in procurement, marketing, HR, sales, and after-sales is key to tailoring Jira configurations that achieve targeted business outcomes versus fragmented usage. The role is hands-on within the Applications Support team and will be assessed on system stability, user satisfaction, and successful workflow consolidation across the group.

Platform Scope

• Atlassian Jira Software, Jira Service Management, and Confluence across cloud and select on-premise components.
• All Jira projects involving procurement and tendering, marketing demand intake, HR, pre-delivery inspections, after-sales, and brand-specific service management.
• Marketplace apps, plugins, integrations such as Power BI connectors and single sign-on (SSO) identity management.
• Management of direct vendor relations with Atlassian post contract restructuring from reseller channels.

Core Responsibilities

• Daily Jira and Confluence administration including user provisioning/deprovisioning, permission management, workflow and project configurations, screen and notification scheme handling.
• Maintaining platform cleanliness by archiving inactive projects, removing duplicates, and minimizing global configurations.
• Creating and managing automation rules to streamline processes and minimize manual operations.
• Handling marketplace app lifecycle including security audits, licenses, updates, and removals.
• Ensuring seamless data integration with Power BI and any other reporting tools with proper access governance.
• Orchestrating Atlassian product upgrades, cloud migrations, and changes in line with GGT standards.
• Delivering Level 2 support for Jira and Confluence issues, managing ticket escalation, troubleshooting, and documentation.
• Maintaining comprehensive knowledge bases and self-help materials to reduce support ticket volume.
• Conducting training sessions for users ranging from beginners to power users and project owners.
• Supporting new workflow/service project development, requirement gathering, configuration, testing, and rollout.
• Managing platform enhancement requests prioritized by business impact and operational risk.
• Maintaining detailed records of Jira projects, users, ownership, and licenses for leadership reporting.
• Performing regular user access reviews, license optimization, and project retirement.
• Following GGT change management protocols for all configuration modifications.
• Collaborating with Cybersecurity for securing the platform including SSO, MFA, audit logs, data residency, and vulnerability mitigation.
• Managing Atlassian relationship including support ticketing, contract renewal, and procurement coordination.
• Driving consolidation of manual or disparate workflows onto Jira with attention to process uniformity balanced with necessary operational customizations.
• Ensuring workflow simplicity and efficiency in problem-solving rather than complexity.
• Assisting senior technology leadership with strategic reviews and potential tool evaluations.

Required Qualifications

• At least 5 years of practical experience administering Atlassian Jira and Confluence in complex, multi-team or multi-unit settings.
• Expertise in configuring Jira projects, workflows, permissions, automation rules, and JQL queries.
• Proficient experience managing Jira Service Management service projects including incident, request, and change management.
• Knowledgeable in Atlassian Cloud administration, identity integration such as SSO/SCIM, and third-party app governance.
• Proven capability providing Level 2 support, including problem analysis, user communication, and resolution documentation.
• Experience with Jira-connected reporting and analytics tools like Power BI or Tableau.
• Strong communication skills in English, both oral and written.

Preferred Qualifications

• Atlassian Certified Professional (ACP-100, ACP-120, or equivalent) credentials.
• ITIL Foundation certification or similar service management knowledge.
• Experience working in automotive, retail, or diversified group settings.
• Previous work experience in the UAE or GCC region.
• Familiarity with procurement, demand management, or project management office workflows.
• Basic scripting skills for automation support using Groovy, ScriptRunner, REST API, or Python.