PROGRAM ANALYST / JIRA SUPPORT ANALYST

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Job Title

Program Analyst – Jira Support Overview We are seeking a Program Analyst with Jira support experience to assist with program operations, reporting, process improvement initiatives, and Tier 1 Jira support activities. This role will support stakeholders by managing Jira-related requests, maintaining documentation, and contributing to operational efficiency across the program.

Key Responsibilities

Program Analyst Responsibilities

• Support program operations through data tracking, reporting, and process documentation.
• Collaborate with program stakeholders to identify and resolve operational issues.
• Assist with process improvement initiatives across the program.
• Prepare status updates, dashboards, and reports as needed.

Jira Support (Tier 1) Responsibilities

• Monitor and respond to incoming Jira support tickets in a timely manner.
• Field user questions related to Jira functionality, navigation, and best practices.
• Manage user permissions and access requests.
• Configure and maintain basic workflows within Jira projects.
• Support basic Jira automation rules, including ticket routing, notifications, and status transitions.
• Create and maintain documentation for Jira processes, workflows, and standard operating procedures.
• Escalate complex technical issues to Tier 2 or administrator support as needed.

Required Qualifications

• Experience in an analyst role, preferably supporting a technical program or platform.
• Working knowledge of Jira, including ticketing, permissions, and workflows.
• Strong written and verbal communication skills.
• Ability to document processes clearly for end users.
• Comfortable fielding support requests and prioritizing tickets.

Preferred Qualifications

• Experience configuring Jira automation rules.
• Familiarity with Jira administration, including project setup, permission schemes, and workflow schemes.
• Prior experience in a Tier 1 support or help-desk capacity.
• Experience with Confluence or other Atlassian tools.

Bonus Skills

• ScriptRunner experience, including custom scripts, advanced automation, and listeners/behaviors.
• API experience, including Jira REST API and integrations with other enterprise tools.
• Experience supporting Jira at scale across large organizations or multiple business units and programs.

What Makes HTC A Great Place To Build Your Future HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.