JIRA Administrator

Reports To IT Operation Manager

Works With

Internal:

• Product Managers
• Scrum Masters
• Infrastructure
• Program Leadership Team
• Project Team
• Architecture Team
• Internal Business Stakeholders

External:

• Atlassion
• Vendors (Technical integration vendors)

Role Purpose

• The JIRA Admin is responsible for maintaining JIRA instance at Covermore, supporting various integrations and will be backbone of the operations and responsible for day-to-day operation of organizations JIRA Instance.

Function Specific Responsibilities

• Coordinate with primary JIRA Administrator to plan, schedule, implement, and communicate JIRA & plug-in upgrades in accordance with established policies and procedures.
• Integration with SSO, GitHub and other various tools into Jira.
• Monitor JIRA databases and copy data from PROD to TEST instance, when requested.
• Work with JIRA to enable custom workflows, screens, fields, and dashboards.
• Train end users on JIRA features during project deployments and with ongoing support
• Architect and administer JIRA deployment, focusing on providing a platform for Housing units to administer, track and report on department-wide projects and issues.
• Work independently with stakeholders to design and deliver JIRA workflows to meet the stated and unstated business requirements.
• Analyse current JIRA configurations and migrate to new instances.
• Able to provide/ configure JIRA for manual processes.
• Codes, tests, and debugs new software / applications or makes enhancements to existing software / applications and provide solutions using JIRA.
• Create, copy, and administer JIRA projects.
• Train staff on JIRA/Confluence and navigating our projects and spaces.
• Upgrade JIRA within the required environments
• Provide technical assistance and training in using JIRA and other tools as identified.
• Design, configure, manage, and support Atlassian tools, primarily JIRA.
• Design and support custom JIRA workflows, fields, dashboards, and reports.
• Training JIRA Project Team Support resources
• Create JIRA training and support documentation.
• Perform JIRA demonstrations to project teams.
• Assist in gathering requirements for business processes and determine ways to optimize/improve JIRA/plug-ins setup and workflows, identify where functionality can/cannot meet user requests.
• Quality check and test user requested data uploads into JIRA.
• Compile and analyse development and operational bug reports.
• Install and upgrade Atlassian products.
• Application Deployment - Java, Standalone Custom Apps, COTS Products
• Atlassian Plugin Development
• High degree of familiarity with databases and SQL competence
• Demonstrated experiences in Unix and Linux environment.
• Possible integration with another operating tool for automating the workflow.

Customer

• Provide an outstanding standard of customer service by being responsive to customer demands empathetic, proactive and committed to deliver on promise and in line with our customer service principles across our omnichannel platforms/portals.
• Use of customer insights to provide direction for business initiatives
• Ensure best practice customer initiatives are adopted and applied
• Provide exceptional customer service to internal and external customers within company guidelines, regulatory obligations and SLAs
• Ensure all confidential information is handled in accordance with company and partner protocols and procedures
• Ensure high levels of customer relationship management are maintained

Communication

• Ensure all contact and interactions are of the highest standards, communicating clearly and appropriately to all stakeholders
• Collaborate and provide regular reporting and updates with key stakeholders across the Cover-More Group
• Ensure all communication is in line with the delivery of our Brand Promise to all stakeholders
• Keep accurate notes regarding interactions in accordance with relevant SOP and processes
• Performance Metrics (include for WTP roles)
• Accountable for own achievement of performance and behavioural targets in line with quarterly KPIs and business process and procedures.
• Contribute proactively to team achievement of performance targets in collaboration with Team Leader including; service expectations, productivity, achievement of KPIs, behavioural expectations, and general operational performance and compliance.
• Identify development strategies necessary to achieve career goals and make use of development and training opportunities.

Skills, qualifications & experience

• Experience using JavaScript, XML, and HTML,
• JIRA/Atlassian System Admin certification (admin or higher),
• Demonstrated ability with Atlassian products,
• Technical expertise to integrate with Microsoft services, Github, ServiceNow and other tools.
• Experience in IT service management, ITIL certification preferred,
• Ability to analyse, troubleshoot and resolve complex software application related problems.
• Exceptional workflow implementation skillsets,
• Applies standard methodology, techniques, procedures and criteria,
• ITIL v3 Certification (good to have)
• Ability to analyse raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results,
• Minimum 5+ years experience with Jira administration,
• Up-to-date knowledge of marketplace and technology changes pertinent to JIRA, monitoring tools, and ITIL processes,
• JIRA Certified System Administrator or JIRA Certified Application Developer,
• Experience troubleshooting integration management, security, and application issues,
• Experience with JavaScript, XML, HTML, CSS, and web service integrations using REST, SOAP, etc.

Please note we would prefer someone based in Mumbai, who can commit to a hybrid model with a minimum of 5 years of experience in JIRA. An Immediate joiner to a 45-day notice period would be ideal