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, recent-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 new 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 regula

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