Lead Consultant - JIRA Cloud

Inviting applications for the role of Lead Consultant - JIRA Cloud

We are looking for an experienced Enterprise Tools Administrator with strong handson expertise in JIRA Cloud and related enterprise productivity platforms. The ideal candidate will have experience managing, configuring, and optimizing enterprise tools, ensuring they support business operations, workflows, and stakeholder needs efficiently. This role involves platform administration, workflow design, automation, process improvement, and user support across multiple enterprise applications.

Responsibilities

• Administer and maintain Jira Cloud, Jira Service Management Cloud, and Confluence Cloud, including global configuration standards and platform hygiene.

• Design, configure, and continuously improve ticket flows including workflows, issue types, request types, queues, SLAs, notifications, and escalation paths.

• Own SDLC enablement within Jira Software includes project templates, boards, permissions, workflows, releases, and reporting structures.

• Build and maintain dashboards, filters, and reports using JQL to support operational, delivery, and leadership metrics.

• Leverage Atlassian Rovo capabilities to enhance enterprise search, knowledge discovery, and AI-assisted insights across Jira and Confluence, improving visibility, decision-making, and operational efficiency.

• Manage Jira user administration through centralized Atlassian Cloud administration, including product access and role assignments aligned to security standards.

• Evaluate, install, and manage Atlassian Marketplace apps including licensing, upgrades, and lifecycle management.

• Implement Jira integrations using Cloud-supported mechanisms such as webhooks, REST APIs, and automation rules.

• Provide tier 2 and tier 3 support for Jira-related issues including workflow behavior, automation failures, performance concerns, and permissions issues.

• Develop and maintain Jira and JSM documentation, standards, and runbooks to support the Technical Operations Center and Help Desk.

• Administer and support additional enterprise tools including monitoring, alerting, job scheduling, identity, and automation platforms.

• Ensure availability, scalability, and reliability of enterprise tools through proactive monitoring and maintenance.

• Perform upgrades, patches, and maintenance activities for supported enterprise tools.

• Integrate enterprise tools with Jira and other platforms to enable workflow efficiencies and end-to-end visibility.

• Monitor system usage, licensing, and access to ensure compliance and cost efficiency.

• Provide troubleshooting and escalation support for enterprise tool incidents.

• Participate in after-hours maintenance, deployments, and on-call support as required.

• May serve as backup team lead when needed.

• Establish and enforce Jira and Confluence governance standards, including project templates, workflow patterns, field usage, naming conventions, and lifecycle management to ensure platform consistency and scalability.

• Operate within Atlassian Cloud's centralized administration and role-based access model.

• Design automation and reporting with awareness of Cloud plan limitations and native automation capabilities.

• Partner with Security and Compliance teams to ensure platform configurations align with audit and data-handling requirements.

• Utilize Atlassian Cloud sandbox environments and change validation practices to test configurations, automations, and integrations prior to production deployment.

• Stay current with Atlassian Cloud innovations, including Rovo and other AI-driven capabilities, and evaluate their applicability to enterprise workflows, governance, and compliance requirements.

Qualifications we seek in you!

Minimum Qualifications

• Good years of hands-on experience administering Jira Cloud and or Jira Service Management Cloud.

• Strong experience designing ticket workflows, SLAs, dashboards, and operational reporting.

• Proficiency with JQL and data-driven reporting.

• Experience supporting Agile and SDLC environments.

• Experience managing access and permissions in SaaS platforms.

• Two or more years of experience administering enterprise IT tools.

• Strong analytical, troubleshooting, and documentation skills.

• Excellent written and verbal communication skills.

• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications/ Skills

• Experience administering Confluence Cloud and Atlassian Marketplace apps.

• Familiarity with ITIL processes and service management best practices.

• Experience with monitoring and alerting platforms such as Splunk, Datadog, and PagerDuty.

• Scripting experience with Python or PowerShell.

• Experience with SSO and identity platforms.

• Atlassian certifications are a plus.

• Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.