Atlassian Jira Service Management Administrator

Job Summary

We are seeking an experienced and proactive Jira Service Management (JSM) Administrator to join our team. The successful candidate will be the primary owner and subject matter expert for our new Jira Service Management Cloud instance. This critical role involves managing the final build-out, configuration, and ongoing administration of JSM. The Administrator will be responsible for optimizing workflows, enforcing best practices, implementing and maintaining the Asset Management database to effectively track customer data and configurations.

Essential Duties and Responsibilities

• System Implementation and Configuration (New Build Focus)

• Design, implement, and maintain complex Jira workflows, screens, fields, and automation rules using JSM’s native capabilities and the Atlassian Marketplace.

• Configure and optimize the Customer Portals, Service Request types, and Knowledge Base integration with Confluence to ensure a world-class, frictionless end-user experience for our external SaaS customers.

• Set up and maintain Service Level Agreements (SLAs) tailored to external customer commitments, operational reports, and dashboards to monitor service performance and agent workload.

• Asset Management and Database Configuration

• Coordinate the design, build, and maintenance of the Asset Management Schemas (CMDB) within JSM to accurately reflect customer assets, subscriptions, licenses, and related configurations.

• Integrate Asset Schemas with Service Requests and Agent workflows, ensuring support agents have immediate visibility into the assets affected by a customer issue.

• Define and enforce governance policies for data integrity, synchronization, and maintenance of the Customer Asset database.

• Collaborate with Engineering and Product teams to automate asset data ingestion and updates from external systems into JSM Assets.

• Administration and Maintenance

• Manage user access, groups, and permissions, ensuring security and compliance across the platform.

• Monitor system performance, perform routine health checks, and manage platform upgrades and changes within the Cloud environment.

• Manage and test third-party apps and integrations (e.g., asset management, monitoring tools).

• Develop and maintain documentation, including system configurations, SOPs, and troubleshooting guides.

• Support and Training

• Provide high-level Tier 3 technical support for Jira/JSM-related issues.

• Develop and deliver training sessions and materials for JSM agents on how to effectively use the platform to maximize efficiency and improve customer interaction quality.

• Serve as the internal consultant on Jira/JSM best practices, focusing on maximizing agent efficiency to handle customer volume.

• Process Improvement and Governance

• Collaborate with stakeholders (Support Leadership, IT, DevOps, Product) to define, implement, and optimize IT Service Management (ITSM) processes ensuring these processes positively impact the customer experience.

• Establish reporting mechanisms for key Customer Support metrics like First Contact Resolution, Average Handle Time, Customer Satisfaction etc.

• Enforce system governance standards and maintain a clean, organized, and compliant Jira environment.

• Stay current with the Atlassian product roadmap, identifying opportunities to leverage new features to improve service delivery.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

• 5+ years of hands-on experience administering and configuring Jira Service Management (JSM).

• Proven expertise in JSM Cloud administration.

• Demonstrated experience in administering and optimizing Jira Service Management for a large, customer-facing support team (100+ agents).

• In-depth knowledge of IT Service Management (ITSM) best practices and familiarity with the ITIL framework, with an understanding of how these apply to external customer support.

• Expert-level ability to configure complex workflows, automations, permission schemes, and notifications.

• Demonstrated experience with Jira Query Language (JQL) for reporting and dashboard creation.

• Strong understanding of Confluence as a knowledge base solution integrated with JSM.

• Excellent analytical, problem-solving, and communication skills, with the ability to translate technical concepts to non-technical stakeholders.

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.

• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.

• Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.

• Follows OSHA regulations, RadNet and site protocols, policies and procedures.

• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.

• Practices universal safety precautions.

• Promotes good public relations on the phone and in person.

• Adapts and is willing to learn new tasks, methods, and systems.

• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with RadNet guidelines.

• Consistently adheres to the time management policies and procedures.

• Completes job responsibilities in a quality and timely manner.

Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally. The position requires the ability to travel (~5% of time), drive a vehicle, and utilize other forms of transportation.

Working Environment

Office / Hybrid. Work hours 1pm to 9:30pm

This position requires domestic / international travel up to 5%.

Location: Bangalore, India

ACCOMMODATIONS
Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

I have read and understand the responsibilities and requirements of the position.