Jira Software Administrator Jira Service Management

We are looking for a Senior Jira Software and Jira Service Management (JSM) Developer/Administrator to lead the design, development, and governance of our Atlassian platform. This role combines deep technical expertise with process leadership to drive Agile delivery, ITSM maturity, and enterprise collaboration. You will serve as the subject matter expert (SME) and guide best practices, integrations, and innovation across teams.

Required:

• 7+ years of experience administering Jira Software and Jira Service Management (Cloud or Data Center).
• Strong knowledge of Agile/Scrum methodologies and ITIL/ITSM best practices.
• Experience with Jira automation tools, Script Runner, and REST APIs.
• Familiarity with Confluence administration and integration with Jira.
• Strong problem-solving skills and attention to detail.
• Excellent communication and stakeholder engagement skills.

Key Responsibilities:

Platform Leadership & Strategy

• Architect and evolve the enterprise Jira and JSM platform, ensuring scalability, maintainability, and performance.
• Lead solution design for complex workflow, automation, and integration requirements.
• Serve as primary point of contact for all Jira-related initiatives across departments, including Engineering, ITSM, and Business Operations.
• Collaborate with Product Owners, Scrum Masters, Service Managers, and Executives to understand needs and translate them into Atlassian solutions.

Jira Administration (JSM & Jira Software):

• Administer and manage Jira Software and Jira Service Management projects, permissions, roles, and configurations.
• Create and maintain custom workflows, fields, screen schemes, permission schemes, and notification schemes.
• Manage user accounts, groups, and global/project roles across Jira and Confluence.
• Implement and maintain SLA configurations, request types, queues, and customer portals in JSM.
• Maintain system performance, monitor usage, and ensure overall Jira instance health.

Jira Development & Customization:

• Develop custom scripts and automation using Script Runner, Jira Automation, or REST APIs to support business requirements.
• Create and maintain dashboards, gadgets, filters, and reports for various teams.
• Build integrations between Jira and other tools (e.g., Confluence, Bitbucket, Slack, Microsoft Teams, GitHub, CI/CD tools).
• Customize JSM portals and customer request forms for optimal user experience.

Process Improvement & Support:

• Work with stakeholders to understand business needs and translate them into Jira solutions.
• Conduct regular audits and improvements to optimize workflows, processes, and configurations.
• Provide user support, training, and documentation to ensure effective use of Jira systems.
• Collaborate with IT, DevOps, and business teams to support agile project delivery and ITSM/ESM practices.