Jira Systems Support Contractor (Tier 1-3)

Contract | 6 Months | 20 Hours/Week | 8:00 AM-12:00 PM MST

Enterprise Services is seeking a Jira Systems Support Contractor to own daily Jira Service Management operations, deliver responsive end-user support, and contribute to platform improvements. This role is expected to independently manage most Tier 1 and Tier 2 work while handling selected Tier 3 administration and engineering tasks with limited oversight.

Key Responsibilities

Ticket Queue Ownership (Main Priority)

- Triage and resolve incoming tickets, access requests, new-hire/offboarding support, Jira project and board creation, vendor and vendor-dashboard updates, and general end-user support requests.
- Own tickets end-to-end against defined SLAs, keeping requesters updated and escalating only what genuinely needs internal engineering.
- Manage a live queue, communicating frequently on status and escalating or bringing in additional support where needed.

Jira Administration & Configuration (Secondary)

- Configure workflows, custom fields, screens, and permission schemes for both the customer-facing service desk and internal project boards.
- Build and maintain Jira Automation rules (auto-assignment, notifications, approval routing, license/access provisioning).
- Support Jira Assets / CMDB-related requests, including user and asset import/reconciliation work.
- Stand up current Jira projects and service desk request types as the business requests them.

Tier 3 & Project Support (Tertiary)

- Take on select items from the Enterprise Services (ESD)



project backlog — reporting builds, portal and workflow rework, permissions fixes, and similar engineering work — as capacity allows.
- Loop in the internal engineering team on anything requiring deeper platform, integration, or infrastructure work, and flag items that fall outside contractor scope.

Documentation & Reporting

- Keep runbooks and process documentation current for recurring request types.
- Provide regular status visibility on queue health, SLA performance, and backlog progress.

Required Qualifications

- 5+ years of hands-on Jira and Jira Service Management administration experience in Atlassian Cloud.
- Strong working knowledge of Jira Automation, JQL, workflows, screens, schemes, and permissions.
- Understanding of ITSM concepts including incident, request, change, and SLA management.
- Excellent written communication and customer service skills.
- Ability to work independently and effectively manage competing priorities.

Preferred Qualifications

- Experience with Jira Assets or other CMDB and asset-management platforms.
- Familiarity with Microsoft 365, Entra ID, and Active Directory administration.
- Experience with REST APIs, PowerShell, or automation scripting.
- Background supporting manufacturing, healthcare, medical device, or other regulated environments.

Success in This Role The successful contractor will reduce queue backlog, improve request turnaround times, maintain a positive user experience, and proactively identify opportunities to streamline Jira processes and platform administration.

📌 Jira Systems Support Contractor (India)
🏢 cmsMinds
📍 India