Jira Administrator

Job Summary

The Jira Administrator & Trainer is responsible for configuring, maintaining, and optimizing Jira environments while enabling teams through structured training programs. This role ensures robust governance, system performance, and user adoption of Jira across the organization.

Key Responsibilities

• Configure and manage Jira projects, workflows, schemes, and permission structures.

• Create and maintain custom fields, screens, and issue types to meet business needs.

• Implement automation rules to streamline processes and reduce manual effort.

• Manage user accounts, groups, and roles for secure access control.

• Monitor system health, troubleshoot issues, and apply upgrades or patches.

• Establish governance standards for workflows, naming conventions, and security compliance.

• Integrate Jira with Confluence, Zephyr, GitHub, and other enterprise tools.

• Build advanced dashboards and reports for KPIs, sprint progress, and defect tracking.

• Support data migration, backup strategies, and system audits.

• Develop and deliver training sessions on Jira administration, Agile boards, and reporting.

• Create user guides, best practice documentation, and onboarding materials.

• Promote adoption of Jira features for transparency and collaboration across teams.

Required Skills & Qualifications

• Expert-level Jira administration (projects, workflows, permissions, automation).

• Strong understanding of Agile methodologies (Scrum, Kanban).

• Ability to design and deliver training programs for technical and non-technical users.

• Excellent communication and stakeholder engagement skills.

Preferred Qualifications

• Atlassian Certified Jira Administrator.

• Experience with scripting (Jira Automation) and REST API.

• Background in IT project management or PMO processes (to support alignment with enterprise standards).

Competencies

• Detail-oriented with strong problem-solving skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong interpersonal and presentation skills for effective training delivery.

Optional KPIs & Performance Metrics

• System Uptime & Performance: Maintain 99.9% uptime and timely resolution of Jira issues.

• Training Impact: Percentage of users trained and adoption rate of Jira best practices.

• Workflow Efficiency: Reduction in manual processes through automation.

• Governance Compliance: Adherence to established Jira standards and audit results.

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Do

- **Ensure timely response of all the tickets raised by the client end user**

- Service requests solutioning by maintaining quality parameters

- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep

- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe

- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction

- Provide an acceptance and immediate resolution to the high priority tickets/ service

- Installing and configuring software/ hardware requirements based on service requests

- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations

- Provide application/ user access as per client requirements and requests to ensure timely solutioning

- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer

- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction

- Coordinate with on-site team for complex problem resolution and ensure timely client servicing

- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

		No
		Performance Parameter
		Measure

		1.

		100% adherence to SLA/ timelines

		Multiple cases of red time

		Zero customer escalation

		Client appreciation emails

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