Jira Applications Support Engineer

JOB OVERVIEW/PURPOSE:

The JIRA Application Support Technician is responsible for the administration, maintenance, support, and optimization of JIRA and other Atlassian tools. The job involves troubleshooting technical issues, ensuring system availability, implementing enhancements, managing integrations, and providing user training. The technician collaborates with cross-functional teams to ensure JIRA is effectively configured to meet the group’s needs.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES:

• Administer, configure, and maintain JIRA and other Atlassian tools.

• Manage JIRA workflows, schemes, custom fields, issue types, and screens.

• Implement JIRA add-ons, plugins, and integrations with third-party tools.

• Optimize JIRA performance, troubleshoot issues, and apply best practices.

• Automate repetitive tasks using JIRA Automation, scripting (e.g., Groovy), or APIs.

• Provide Level 1 and Level 2 support for JIRA and Confluence-related issues.

• Diagnose, resolve, and escalate issues to vendors or higher-level teams when necessary.

• Conduct root cause analysis (RCA) for recurring system issues.

• Provide guidance and best practices for JIRA users, ensuring optimal system utilization.

• Work with teams to design and optimize JIRA workflows and issue-tracking processes.

• Customize dashboards, filters, reports, and boards to improve project tracking and efficiency.

• Implement automation rules and scripting to reduce manual intervention and improve system efficiency.

• Assist teams in implementing Agile/Scrum or other methodologies within JIRA.

• Integrate JIRA with other enterprise applications such as CI/CD tools, monitoring systems, and ITSM platforms.

• Maintain and develop API integrations between JIRA and external systems.

• Manage JIRA database queries and data extraction for reporting and analysis.

• Ensure data integrity, backup, and security in compliance with company policies.

• Manage user roles, permissions, and access controls in JIRA and Confluence.

• Ensure compliance with internal security standards and industry best practices.

• Implement backup and disaster recovery solutions for JIRA and Confluence environments.

• Keep JIRA and related applications up to date with patches, upgrades, and security updates.

• Create and maintain technical documentation, including standard operating procedures, FAQs, and troubleshooting guides.

• Provide training and onboarding for new users, teams, and administrators.

• Develop training materials and conduct JIRA workshops to improve adoption and proficiency.

• Uphold company values throughout business practices and utilise sound judgment in decision making.

• Any other additional duties as may be required by management based on needs of the business.

MINIMUM REQUIRED QUALIFICATIONS:

• A minimum of 3-6 years working experience in a similar role.

• Proven experience in JIRA administration, configuration, and support

• Experience in IT Service Management (ITSM) and working with ITIL frameworks.

• Prior experience supporting large-scale JIRA instances in an enterprise environment.

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Atlassian certifications such as "Atlassian Certified JIRA Administrator" or "Atlassian Certified in Agile Development with JIRA."