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 years 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)