Job Description
ROLE PURPOSE:
As a Jira Developer, you will be responsible for managing and maintaining the GBS ticketing platform to meet the needs of GBS's stakeholders.
ROLE and RESPONSIBILITIES:
Configure and customise the JSM based on organisational needs.
Design, develop, and implement custom Jira solutions.
Configure Jira workflows, fields, screens, and permissions.
Administer user accounts, roles, and permissions within JSM.
Integrate Jira with other tools and systems.
Implement and support ITIL-based processes: Incident, Problem, Change, and Service Request Management.
Oversee and manage the incident management process within JSM.
Implement and optimise service request workflows in JSM.
Implement and manage change management processes within JSM.
Ensure changes are documented, tested, and implemented with minimal disruption.
Maintain an accurate inventory of IT assets using JSM's asset management features.
Track the lifecycle of hardware and software assets.
Generate and analyse reports to evaluate the performance of the IT service desk.
Provide insights and recommendations for continuous improvement.
Ensure platform security, stability, and compliance.
Provide Jira training and support to end-users and assist with necessary documentation.
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