Job Description
About the Role:
We are seeking a skilled JSM Administrator to manage, configure, and optimize our service management platform supporting complex, multi-workstream digital transformation programme within a critical national infrastructure environment. The ideal candidate will ensure efficient IT service delivery, maintain workflows, and support business teams by enhancing automation, reporting, and system integrations.
Key Responsibilities:
* Administer and maintain Jira Service Management (JSM) cloud environments
Configure and customize:
* Projects, request types, workflows, screens, and fields
* SLAs, queues, and customer portals
* Manage user access, roles, groups, and permissions
* Develop and maintain automation rules to streamline service processes
* Integrate JSM with other tools (eg, Confluence, monitoring systems, APIs)
* Monitor system performance, usage, and health
* Troubleshoot issues and provide technical support to users
* Design and maintain reports and dashboards for stakeholders
* Implement best practices aligned with ITSM frameworks (eg, ITIL)
* Support upgrades, migrations, and new feature rollouts
* Identify process inefficiencies and recommend improvements
* Maintain documentation for configurations and processes
* Ensure compliance with organisation standards
Required Skills & Experience
* Over 10 years of IT Industry experience
* Over 5 years of hands-on experience with Jira Service Management (JSM) administration
* Strong understanding of Jira configuration (workflows, schemes, permissions)
* Experience with automation tools within Jira
* Knowledge of REST APIs and integrations
* Familiarity with ITSM processes (Incident, Problem, Change Management)
* Experience with user management and access control
* Strong problem-solving and troubleshooting skills
* Proven ability to optimise performance and reduce clutter
Preferred Qualifications
* Experience with Atlassian Jira and Confluence
* Atlassian certifications (eg, ACP-120, ACP-420)
* Scripting knowledge (Groovy, Python, or JavaScript)
* Experience with plugins like Script Runner or Insight/Assets
* Understanding of Agile and DevOps practices