Overview
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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.
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.
* Share good practice with stakeholders across GBS.
Essential Skills and Experience
* Demonstrable relevant experience with Jira Service Management.
* Bachelor’s degree in Information Technology, Computer Science, or related field.
* Proven experience as a Jira Service Management Developer.
* ITIL Foundation Certification, Atlassian Certified Professional, Jira Service Management Essentials.
* Familiarity with ITIL principles.
* Strong technical skills around Jira APIs and related automation.
* Proficiency in configuring and administering JSM.
* Knowledge of ITSM best practices and industry standards.
* Excellent problem-solving skills and attention to detail.
* Strong written and verbal communication skills.
* Ability to collaborate with cross-functional teams and departments.
* Ability to work independently as well as in a team environment.
* Ability to communicate technical information to non-technical users.
Desirable Skills and Experience
* Atlassian Certified Associate, Jira Certified Developer
* Scripting and automation skills (e.g., JavaScript and PowerShell).
Please note: We are unable to offer or support visa sponsorship for this role.
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