Administer projects, boards, workflows, issue types, custom fields, screens, permissions, groups, roles, schemes, queues, automations, SLAs, dashboards and reports in Jira Software and Jira Service Management
Configure and maintain workflows for IT processes, ensuring standardization, traceability, control and compliance with internal policies
Support user areas, squads, support teams, PMO, infrastructure and governance in designing and improving workflows within Jira
Create and maintain automations to reduce manual tasks, improve triage, classification, escalation, notifications, SLAs and operational controls
Manage permissions and access, ensuring appropriate segregation by role, area, project and criticality
Act as a guardian of processes implemented in Jira, ensuring the tool accurately reflects IT procedures
Support the evolution of Incident, Problem, Change, Request, Service Catalog, Service Transition and Knowledge Management processes
Ensure that GMUD (change) flows, CAB, approvals, risk, impact, priority, urgency and criticality are properly structured in Jira
Support internal and external audits with evidence extracted from Jira, such as approval histories, changes, incidents, SLAs, assignees, dates, execution traces and metrics
Identify process deviations, registration inconsistencies, misuse of fields, parallel workflows and poor-quality ticket creation
Propose continuous improvements to processes, reports, forms and IT metrics

Hands-on experience as an administrator or advanced power user of Jira Software and/or Jira Service Management
Strong knowledge in configuring workflows, fields, screens, permissions, automations, SLAs, queues, dashboards and JQL filters
Experience with ITSM processes, especially Incidents, Requests, Problems and Changes
Ability to translate business and governance processes into Jira workflows
Strong focus on control, standardization, documentation and continuous improvement
Experience documenting processes, procedures, operational instructions and knowledge base
Good communication skills to interact with technical teams, business areas, PMO, support, infrastructure, security and leadership

IT Governance Analyst & Atlassian Administrator – Mid-level

Key skills