JIRA Administrator Specialist

Position: JIRA Administrator Specialist
Location: Mumbai

About LRN 

Do you want to use your JIRA Administration expertise to help people around the world do the right thing? Join us at LRN to be a part of a global company where you can make an impact. 

LRN is a SaaS based e-Learning provider with a presence across US, EMEA, APAC and LatAm. More than 2,800 companies worldwide (including some of the world’s most recognizable brands) utilize LRN services and leverage LRN e-learning courses to help navigate complex regulatory environments and foster ethical, responsible, and inclusive cultures. In partnership with LRN, companies translate their values into concrete corporate practices, training materials, and leadership behaviors that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform. 

About the role:  

We are seeking an experienced Jira Software & Jira Service Management (JSM) Cloud Administrator who will be responsible for managing, configuring, and optimizing Jira environments. The ideal candidate will ensure smooth operations of Jira Software and Jira Service Management tools, working closely with cross-functional teams to support workflows, projects, and service desks, as well as integrations with third-party tools. This role involves system administration, troubleshooting, configuration, and enhancement of the Jira platform to meet the evolving needs of the organization.

Your responsibilities will include:  

• Jira Cloud Administration:
• Configure, manage, and optimize Jira Software and JSM Cloud instances.
• Customize workflows, issue types, custom fields, permissions, screens, notifications, and schemes.
• Manage user access and permissions, ensuring proper security and compliance.
• Jira Service Management (JSM):
• Configure and manage service desk projects, queues, SLAs, request types, and customer portals.
• Set up automations, approvals, and workflows to support ITSM processes like Incident, Problem, Change, and Asset management.
• Implement and manage JSM integrations with other Atlassian tools and third-party platforms.
• Automation & Scripting:
• Leverage Jira Automation, Script Runner, or other automation tools to streamline repetitive processes.
• Develop and implement custom scripts using Groovy to enhance Jira functionalities.
• Utilize Jira REST APIs to integrate with other platforms and automate processes.
• Custom Reporting & Dashboards:
• Create and maintain custom reports and dashboards for stakeholders to track project and service desk metrics.
• Support teams in generating reports for capacity planning, SLA adherence, and operational performance.
• User Support & Training:
• Provide ongoing user support, troubleshooting, and training for Jira Software and JSM users.
• Create documentation and knowledge base articles to support end users and promote self-service.
• Best Practices & Governance:
• Ensure adherence to Jira administration best practices, including governance, change management, and security policies.
• Collaborate with stakeholders to gather requirements, suggest improvements, and implement new features.
• Monitoring & Performance:
• Monitor the storage, health and performance of Jira systems, ensuring high availability and reliability.
• Work with Atlassian support as needed for troubleshooting and resolving issues.

• Proficiency in configuring and managing Jira workflows, custom fields, and screens.
• Experience in creating and managing dashboards, reports, and gadgets.
• Familiarity with ITIL and service management frameworks.
• Experience with integrations between Jira and third-party tools (e.g., Slack, Confluence, Opsgenie).
• Strong understanding of Agile and ITSM methodologies.
• Good to have a knowledge of share point.

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.