Role PurposeTo ensure the effective day-to-day operation, administration, and configuration of the Jira platform, supporting ITSM processes and maintaining system stability in alignment with ELM’s operational model and workflow
ResponsibilitiesDaily Operations
- * Monitor Jira platform health, queues, and SLAs.
- Handle and resolve Jira-related incidents and service requests.
- Troubleshoot Jira issues, identify root causes, and implement appropriate resolutions.
- Follow up on assigned tickets and ensure timely resolution within agreed SLAs.
Platform Administration
- * Manage users, roles, groups, permissions, projects, and system configurations
- Maintain environments
Configuration & Workflow Management
- * Configure and maintain Jira projects, workflows, screens, fields, issue types, schemes, approvals, SLAs, and request configurations
- Apply configuration changes and parameter updates based on operational requirements
- Support workflow automation and process optimization
Integrations Monitoring
- * Monitor integrations with SMAX and other enterprise systems
- Support operational monitoring and stability of Jira integrations and interfaces
- Assist in troubleshooting integration failures and connectivity issues
- Coordinate with internal teams and vendors
Automation & Administration
- * Configure and maintain Jira automation rules and operational configurations
- Support assignment, routing, notification, and approval automation
Reporting & Dashboard
- * Generate and maintain operational reports, filters, queries, and dashboards
Release Support
- * Support configuration promotion, testing, and production deployments
Governance & Compliance
- * Ensure adherence to ITSM governance, audit requirements, and change management controls
