Job Title: JIRA Service Manager
Job Summary:
As a JIRA Service Manager, you will be responsible for overseeing the implementation, administration, and maintenance of the JIRA Service Management platform within our organization. In this role, you will collaborate with various departments to ensure JIRA Service Management meets the needs of our teams and enables efficient project delivery. Your expertise in JIRA Service Management will be instrumental in streamlining workflows, automating processes, and optimizing the platform for improved service delivery.
Responsibilities and Duties:
- Manage and administer the JIRA Service Management platform, ensuring its availability, performance, and security.
- Collaborate with cross-functional teams to understand their requirements and customize JIRA Service Management to meet their needs.
- Develop and maintain efficient workflows, customizations, filters, dashboards, and reports.
- Implement and maintain integrations with other tools and systems used by our organization.
- Provide technical support and guidance to end-users, troubleshooting and resolving issues as they arise.
- Train employees and teams on best practices for using JIRA Service Management effectively.
- Continuously monitor and improve the JIRA Service Management implementation, identifying areas for optimization and automation.
- Stay up-to-date with industry trends and developments related to JIRA Service Management and propose enhancements or updates accordingly.
- Contribute to the development and enforcement of JIRA Service Management policies, procedures, and standards.
- Collaborate with stakeholders to define and measure key performance indicators (KPIs) for service delivery.
- Ensure compliance with data privacy and security regulations in relation to JIRA Service Management.
Qualifications and Skills:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Proven experience as a JIRA Administrator or JIRA Service Manager in a similar capacity.
- In-depth knowledge of JIRA Service Management software.
- Strong understanding of IT Service Management (ITSM) principles and workflows.
- Proficiency in customizing and configuring JIRA Service Management to meet specific business needs.
- Experience with JIRA Service Management add-ons and plugins.
- Solid understanding of ITIL best practices.
- Excellent problem-solving and troubleshooting skills.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with individuals at all levels of the organization.
- Detail-oriented and highly organized, with the ability to manage multiple tasks simultaneously.
- Ability to work independently and proactively, taking ownership of assigned tasks.
- Experience in training end-users on JIRA Service Management.
- Knowledge of Agile methodologies is a plus.
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