Role: Jira ITSM Administrator

Location: Mumbai

Experience: 4-6 Years

Required Skillset:

JIRA ITSM Administration

AQL/JQL

Jira Cloud

Responsibilities:

Platform Configuration: Build and maintain issue types, request types, custom fields, screens, and permission schemes to meet business and compliance needs.

Workflow & Automation Design: Optimize workflows (statuses, transitions, approvals) and implement intelligent automation for ticket routing, assignment rules, and SLA escalations.

ITSM Process Implementation: Translate ITIL principles into technical solutions, specifically focusing on Incident, Problem, Change, and Service Request Management.

User Experience & Portals: Build, customize, and optimize customer portals to promote intuitive self-service and an improved user experience.

Reporting & Dashboards:



Create reports and dashboards to track key performance indicators, such as SLA metrics, CSAT (customer satisfaction), and team capacity.

Integrations & Governance: Integrate Jira with external enterprise tools (e.g., monitoring systems, CMDB, identity management). Manage system access, roles, and security compliance.

Documentation & Training: Create comprehensive SOPs (Standard Operating Procedures), architectural documentation, and user guides for IT teams and end-users

Positive-to-have:

Relevant certifications like Atlassian Certified Jira Administrator or JSM Certification are highly desirable

📌 Jira Administrator (Mumbai)
🏢 Tata Consultancy Services
📍 Mumbai