Jira Administrator

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Role Overview

We are seeking a Jira administrator with a strong technical skillset to support and enhance our Jira Software and Jira Service Management (JSM) environments. This role will focus on platform administration, end-user support, and continuous improvement of ITSM workflows, while also contributing to day-to-day IT operations within the office environment.

This is a hybrid role that requires three days a week in the office (located in the vibrant South Bank area of Central London) and two days WFH.

Key Responsibilities - Jira Platform & ITSM
Administer, maintain, and support Jira Software and Jira Service Management (JSM) platforms
Provide end-user support, including troubleshooting issues and responding to service requests
Configure and manage projects, issue types, workflows, screens, schemes, and permissions
Support the onboarding of new teams into Jira, ensuring alignment with standards and best practices
Assist in maintaining and improving ITSM workflows (Incident, Request, Change Management)
Manage SLAs, queues, and service request catalogues within JSM
Build, maintain, and optimise Jira Automation rules to improve efficiency
Administer user access, roles, and permission models aligned to best practices
Ensure data integrity and consistency across Jira instances
Create and maintain dashboards and reports for KPI tracking and SLA performance

Key Responsibilities - IT Operations (BAU Office Support)
Provide hands-on IT support for office users, including walk-up support and desk-side troubleshooting
Support device provisioning, setup, and lifecycle management (laptops, peripherals)
Assist with inventory management including tracking and auditing of IT assets
Maintain meeting room technology and office IT infrastructure
Support day-to-day IT service desk activities

Required Skills & Experience - Core
3 to 5 yrs hands-on experience with Jira (Cloud preferred) is required
Strong understanding of workflows, issue types, and permissions
Experience in IT Operations or Service Desk environments
Strong troubleshooting and problem-solving skills
Effective communication and stakeholder engagement

Required Skills & Experience - P2 Level
Experience configuring workflows, schemes, and custom fields
Experience with Jira Automation
Knowledge of Jira Service Management concepts
Exposure to Incident, Request, and Change Management

Desirable
Familiarity with SSO (Entra ID, Okta), APIs, and third-party integrations

Success Measures
Improved SLA adherence and reporting accuracy
Increased automation and ticket deflection
High end-user satisfaction
Accurate asset inventory management
Standardised and scalable Jira configurations

Career Level Context
Operates independently on defined tasks
Balances Jira platform work and IT operations
Handles moderate complexity systems
Collaborates with senior engineers (P3)

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.