Job Description :
JIRA Service Desk Administrator
Location: Linthicum, MD (onsite only)
12-24 months
Tech screen then in-person interview (paid) with client
Duties:
? Install and configure JIRA and JIRA Service Desk.
? Administer JIRA software and integrate with other Atlassian Tools
? Work with change management coordinators and stakeholders in implementing change management workflows.
? Design, Develop and maintain incident management workflows
? Monitors issues and provides resolutions for up-to date status reports.
? Coordinate emergency response for severity 1 and 2 incidents
? Monitor and coordinate all JIRA system operations, including security procedures, and liaison with infrastructure, security, DevOps, data and application teams.
? Ensure that necessary system backups are performed, and storage and rotation of backups is accomplished.
? Monitor and maintain records of system performance and capacity to arrange vendor services or other actions for reconfiguration and anticipate requirements for system expansion.
? Coordinate major/minor JIRA/JIRA Service Desk software installation, upgrade and patch management.
Education:
A Bachelor''s Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline
Experience:
? At least eight (8) years of experience in administering and managing IT systems with expertise in planning, designing, building, and implementing ITIL processes and workflows.
? At least three (3) years of product administration/management experience in JIRA and JIRA Service Desk
? Experience working with JIRA agile and Service Desk for agile development, incident management and change management
? Experience developing and maintaining incident management and change management workflows in JIRA Service Desk
? Experience working with incident triaging and knowledge management
? Experience in JIRA and Service Desk Administration and customization working with various schemas, complex workflows and role based access control
? Experience configuring JIRA for agile development methodologies
? Experience working with JIRA API Tools
? Experience integrating JIRA with SSO solutions
? Experience integrating JIRA/JIRA Service Desk with DevOps CI/CD pipeline
? Experience in migrating JIRA projects from one environment to another
? Experience working with JIRA plugins installation and configuration
? Experience working with change management coordinators in capturing requirements and developing Service Desk change management workflows
? Must demonstrate a broad understanding of client IT environmental issues and solutions and be a recognized expert within the IT industry.
? Must demonstrate advanced abilities to team and mentor and possess demonstrated excellence in written and verbal communication skills
Min. Citizenship Status Required: None