JIRA Developer

Job Title

Business Function/Sub Function:

Location:

Position Overview:

As a Developer, you will be responsible for managing and maintaining the GBS ticketing platform to meet the GBS support needs.

Key Responsibilities:

• Configure and customize the JSM based on organizational needs.
• Design, develop, and implement custom Jira solutions.
• Configure Jira workflows, fields, screens, and permissions.
• Administer user accounts, roles, and permissions within JSM.
• Integrate Jira with other tools and systems.
• Implement and support ITIL-based processes: Incident, Problem, Change, and Service Request Management.
• Oversee and manage the incident management process within JSM.
• Implement and optimise service request workflows in JSM.
• Implement and manage change management processes within JSM.
• Ensure that changes are documented, tested, and implemented with minimal disruption.
• Maintain an accurate inventory of IT assets using JSM’s asset management features.
• Track the lifecycle of hardware and software assets.
• Generate and Analyse reports to evaluate the performance of the IT service desk.
• Provide insights and recommendations for continuous improvement.
• Ensure platform security, stability, and compliance.
• Provide Jira training and support to end-users and assist with necessary documentation.
• Sharing of good practice.

Required Skills and Qualifications:

• Proven experience as a Jira Service Management Developer.
• Familiarity with ITIL (Information Technology Infrastructure Library) principles.
• Proficiency in configuring and administering JSM.
• Knowledge of ITSM best practices and industry standards.
• Scripting and automation skills (e.g., JavaScript and PowerShell) are a plus.
• Excellent problem-solving skills and attention to detail.
• Strong written and verbal communication skills.
• Ability to collaborate with cross-functional teams and departments.
• Ability to work independently as well as in a team environment.
• Ability to communicate technical information to non-technical users.

Certifications:

• Essential: ITIL Foundation Certification, Atlassian Certified Professional
• Desirable: Atlassian Certified Associate, Jira Certified Developer

Experience:

• 3+ years of experience with Jira Service Management or similar ITSM tools.

Educational Qualification(s):

• Bachelor’s degree in information technology, Computer Science, or related field.

GEDU Global Education values individual learning growth, success, and development. We would like to create this continuous culture of learning, implementing the learn and growth, to be prepared for our company’s super growth and global demands.

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