The Diligent Business Technology (BT) System Engineering team is looking for a Jira Service Management Administrator to join our team. The ideal candidate will be responsible for administering, configuring, and maintaining our Jira Service Management platform, with knowledge of the Atlassian ecosystem including Jira and Confluence, to ensure optimal performance and user satisfaction. You will collaborate with various departments to streamline workflows, support processes, and implement best practices. Excellent communication skills and the ability to set and manage expectations are key to be successful in this role. This individual thrives in a fast-paced and high energy environment that will continue to scale, drive automation, and efficiencies.
Key Responsibilities
- System Administration: Manage the Jira Service Management platform, including user accounts, permissions, and roles.
- Configuration and Customization: Configure and customize Jira projects, workflows, issue types, screens, fields, and notifications to meet organizational needs.
- Integration: Integrate Jira with other tools and systems to enhance Jira’s functionality and support the organization’s needs.
- Support and Troubleshooting: Provide technical support to end-users, troubleshoot issues, and resolve system-related problems in a timely manner.
- Training and Documentation: Develop and deliver training sessions for staff and create comprehensive documentation for system usage and best practices.
- Continuous Improvement: Identify opportunities for process improvements and implement enhancements to increase efficiency and effectiveness.
- Reporting and Analytics: Generate and analyze reports to monitor system performance, identify trends, and support decision-making processes.
- Configuring Workflows: Setting up and customizing workflows to match the team’s processes and ensure smooth project management.
- Security: Ensure security best practices are followed and implemented across all aspects of JSM.
Qualifications and Competencies
- Bachelor’s degree in computer science/ engineering/ information technology preferred.
- Positive attitude and a big appetite to provide/enhance world class executive/employee experience.
- Minimum of 3 years of experience in administering Jira Service Management.
- Knowledge of the Atlassian ecosystem including Jira and Confluence.
- Strong written and verbal skills and ability to communicate at technical and business levels.
- Experience relaying sensitive information to appropriate parties. Keeps clients, superiors, and peers updated based on their information needs.
- Excellent multi-tasking skills. Prioritize and perform a variety of concurrent tasks with minimal direction.
- Knowledge of scripting languages and familiarity with REST APIs.
- Jira Administrator or ITIL certification is required.
