We are looking for Jira Service Management (JSM) Administrator with SC + NPPV3 Cleared

Job Description:

Location: Hybrid - 2 days a week in office in Croydon

Security: SC and NPPV3 cleared

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 ScriptRunner or Insight/Assets
• Understanding of Agile and DevOps practices