Jira Service Management Administrator SC Cleared & NPPV3 Required - Contract Outside IR35 - Croydon
About the Role:
We are seeking a skilled JSM Administrator to manage, configure, and optimize our service management platform supporting complex, multi-workstream digital transformation programme within a critical national infrastructure environment. The ideal candidate will ensure efficient IT service delivery, maintain workflows, and support business teams by enhancing automation, reporting, and system integrations.
Key Responsibilities:
- Administer and maintain Jira Service Management (JSM) cloud environments
Configure and customize:
- Projects, request types, workflows, screens, and fields
- SLAs, queues, and customer portals
- Manage user access, roles, groups, and permissions
- Develop and maintain automation rules to streamline service processes
- Integrate JSM with other tools (eg, Confluence, monitoring systems, APIs)
- Monitor system performance, usage, and health
- Troubleshoot issues and provide technical support to users
- Design and maintain reports and dashboards for stakeholders
- Implement best practices aligned with ITSM frameworks (eg, ITIL)
- Support upgrades, migrations, and new feature rollouts
- Identify process inefficiencies and recommend improvements
- Maintain documentation for configurations and processes
- Ensure compliance with organisation standards
Required Skills & Experience
- Over 10 years of IT Industry experience
- Over 5 years of hands-on experience with Jira Service Management (JSM) administration
- Strong understanding of Jira configuration (workflows, schemes, permissions)
- Experience with automation tools within Jira
- Knowledge of REST APIs and integrations
- Familiarity with ITSM processes (Incident, Problem, Change Management)
- Experience with user management and access control
- Strong problem-solving and troubleshooting skills
- Proven ability to optimise performance and reduce clutter
Preferred Qualifications
- Experience with Atlassian Jira and Confluence
- Atlassian certifications (eg, ACP-120, ACP-420)
- Scripting knowledge (Groovy, Python, or JavaScript)
- Experience with plugins like Script Runner or Insight/Assets
- Understanding of Agile and DevOps practices