JIRA Administrator

The Role:

Client Support Team JIRA Administrator is primarily responsible for managing the different tools that the support team is using such as JIRA, Service Desk and Confluence both for administration and configuration. This role also entails business process development and recommending improvements such as automation and also introducing new tools that will improve on how we are delivering services to our clients.

Performance Objectives:

Excellence

• Support WTW associates using JIRA, JIRA Service Desk and Confluence.
• Create, configure and maintain JIRA/JIRA Service Desk projects and Confluence spaces.
• Administer JIRA, JIRA Service Desk and Confluence.
• Housekeeping – remove/disable unused data (project, user account, add-ons, settings)
• Data recovery – ensure back-up is available and retrievable in case of data loss or inconsistency.
• Update existing add-ons (latest versions and licenses)
• Recommend innovations and improvements in the system and implement updates as approved by the Service Desk Governance Team.
• Identify and streamline business processes and implement them as JIRA project workflows.
• Document JIRA, JIRA Service Desk and Confluence configuration and related knowledge in Confluence.
• Account Management – ensure proper authentication and permission of users to projects/tickets.
• Develop reports and metrics in JIRA Dashboard and other reporting tools.

People

• Enable associates to be engaged in all GRC and GST initiatives.
• Ability to assess competencies & skills around roles, responsibilities and tools.
• Ability to mentor and transfer knowledge to colleagues.

Clients

• Continual and constant collaboration with (internal) clients to fully understand their requirements in the use of JIRA, Service Desk and Confluence.
• Demonstrate improved client satisfaction and experience with a proactive and responsive software support organization.
• Introduce resolution-centric processes to improve client experience.

Financial

• Maintain or exceed 80% overall productivity.

• Exposure to JIRA Service Desk
• Experience with implementing JIRA security model
• Familiar with Windows Operating system, Tomcat and Apache Web Server
• Able to create and maintain the following:
• Projects
• Complex Workflows
• Transitions
• Custom fields
• Installation of plugins
• Custom Dashboards
• Custom filters
• System upgrades
• Backup / restore / DR plan
• Java runtime maintenance
• Microsoft SQL Server database maintenance
• Advanced knowledge of JIRA Query Language (JQL)
• Collaboration with global teams, including taking accountability for quality and on-time

delivery of own work and involving other team members when appropriate

• Experience working with support organization serving internal and external clients
• Self-motivated and ability to remain focused on assigned projects
• Committed to quality and continuous improvement
• Strong business process management skills.
• Strong interpersonal skills
• Structured problem solving and analytical thinking.
• Continuous improvement mindset– increasing task efficiency and effectiveness with each product or service repetition.
• Excellent communication skills, both written and verbal.
• Process-driven with ability to modify approach and provide recommendations.
• BS/BA degree or relevant experience.
• Solid understanding of Software Support SLAs and ITIL methodologies.
• Must be willing to work on a shifting schedule (if needed).
• Must be willing to work during holidays and weekends (if needed).