JIRA Administrator

JOB TITLE: Jira Administrator (Jira Service Management - JSM) 

REPORTS TO TITLE: IT System Developer 

LOCATION: London, Birmingham, Manchester, Leeds 

Salary : £41,000 to £45,000

ROLE PURPOSE: 

The Jira Administrator is responsible for managing, configuring, and maintaining the GBS Jira Service Management (JSM) platform. This role ensures the system supports business and IT service processes efficiently, aligns with ITIL standards, and enables continuous improvement across GBS operations.  

ROLE and RESPONSIBILITIES: 

Configuration & Customisation: 

• Design, configure, and maintain Jira Service Management workflows, fields, forms, and automation rules. 

• Develop and maintain business rules, scripts, and APIs to support process automation and integration. 

• Integrate Jira Service Management with other enterprise tools and systems through APIs. 

• Ensure platform stability, security, and compliance with organizational policies. 

Operations & Process Management: 

• Collaborate with stakeholders to gather requirements and translate them into technical solutions. 

• Administer user accounts, roles, and permissions within JSM.   

• Implement and support ITIL-based processes: Incident, Problem, Change, and Service Request Management. 

• Oversee and manage the incident management process within the ITSM platform.  

• Manage change control processes, ensuring updates are documented, tested, and deployed with minimal disruption. 

• Ensure that changes are documented, tested, and implemented with minimal disruption.   

• Maintain accurate IT asset data and track hardware and software lifecycle using Jira's asset management capabilities. 

Reporting & Continuous Improvement: 

• Analyse data to identify trends and recommend process or system improvements. 

• Provide insights and recommendations for continuous improvement. 

• Ensure platform security, stability, and compliance. 

• Provide user support, guidance, and training on Jira Service Management features 

• Promote collaboration and knowledge sharing within the GBS support service. 

ESSENTIAL SKILLS and EXPERIENCE: 

• Bachelor's degree in Information Technology, Computer Science, or experience in related field.    

• Demonstrable experience administering or developing within Jira Service Management or other ITSM tools (e.g., ServiceNow, BMC Remedy, FreshWork) or similar. 

• Strong understanding of ITIL processes and ITSM best practices.  

• Strong technical skills around API's and related automation.   

• Knowledge of ITSM best practices and industry standards.   

• Excellent problem-solving skills and attention to detail. 

• Strong written and verbal communication skills.    

• Excellent communication skills and ability to explain technical concepts to non-technical users. 

KEY RESULT AREAS: 

•  Configure Jira Service Management (JSM) to meet organisational needs. 

• Ensure changes are documented, tested, and deployed with minimal disruption. 

• Provide insights for continuous improvement. 

• Ensure platform stability, security, and compliance with GDPR and internal policies. 

• Provide training and documentation for end-users.  

CERTIFICATIONS: 

 Desirable: ITIL Foundation Certification, Atlassian Certified Professional, Jira Certified Developer. 

 OTHER INFORMATION: 

The Jira Administrator will also be expected to demonstrate their commitment: 

to GBS values and regulations, including equal opportunities policy.  

to GBS's Social, Economic and Environmental responsibilities and minimise environmental impact in the performance of the role and actively contribute to the delivery of GBS's Environmental Policy.  

to their Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus. 

 This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned. 

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