Business Analyst/Helpdesk Support Analyst
Remote
About Job
We are seeking a skilled and detail-oriented Jira Administrator to manage and optimize our Atlassian Jira instance. You will be responsible for the day-to-day administration, configuration, and support of our Jira platform, ensuring it effectively meets the needs of our various teams and projects. The ideal candidate will possess a strong understanding of Jira functionalities, workflows, and best practices, along with excellent problem-solving and communication skills.
Description
Responsibilities:
- Support Enteprise Products and Tools (JIRA, Confluence, TestRail and GitHub) and it's configuration.
- Manage user accounts, permissions, and security schemes
- Configure and maintain projects, issue types, workflows, screens, fields, and notifications in JIRA, confluence space administration, configuration and GitHub repo creation and configuration
- Implement and customize Jira Service Management (JSM) projects, including request types, queues, SLAs, and automations (if applicable).
- Install, configure, and maintain addons and integrations as required.
- Perform regular system health checks, monitoring, and maintenance tasks.
- Workflow Design and Implementation:
- Collaborate with stakeholders to understand their process requirements and translate them into effective Jira workflows.
- Design, implement, and maintain complex Jira workflows, including transitions, conditions, and validators.
- Optimize existing workflows for efficiency and user experience.
- User Support and Training:
- Provide technical support and troubleshooting assistance to users across the organization.
- Develop and deliver training materials and sessions to onboard new users and educate existing users on Jira best practices and functionalities.
- Create and maintain clear and concise documentation related to configurations and processes.
- Data Management and Reporting:
- Develop and maintain dashboards and reports to provide insights into project progress, team performance, and other key metrics.
- Ensure data integrity and consistency, standards within the systems.
- Assist with data migration and cleanup activities as needed.
- Collaboration and Communication:
- Work closely with the lead, delivery manager, application development teams, and other stakeholders to understand their needs and provide solutions.
- Communicate effectively with technical and nontechnical users regarding issues and updates.
Qualifications:
- Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
- Proven experience (typically 4+ years) as an analyst, managing medium to large implementations.
- Strong understanding of Jira core functionalities, workflows, permissions, and notifications.
- Experience with Jira Service Management (JSM) is highly desirable.
- Familiarity with scripting languages (e.g., Groovy, JavaScript) for workflow automation is a plus.
- Experience with addons and integrations (JIRA, Confluence, TestRail and GitHub) is preferred.
- Excellent analytical and problemsolving skills with a strong attention to detail.
- Strong communication, interpersonal, and training skills.
- Ability to work independently and as part of a team.
- Experience with Agile methodologies (Scrum, Kanban) and how Jira supports them is a plus.
- Atlassian certifications are a plus.