Jira Service Management Developer/Administrator

📋 Description

• Complete setup of request types, workflows, fields, queues, and portals from start to finish.

• Design incident workflows encompassing the ticket lifecycle, triage, escalation (L1-L3), and vendor workflows.

• Manage permissions and access control for role-based access, issue security, and segregation of airline/vendor.

• Handle email intake and notifications for email-to-ticket setup, notification schemes, and lifecycle alerts.

• Develop SLA and queue designs, which include SLA metrics, calendars, breach alerts, and SLA-driven queues and reporting.

• Implement Jira automation for assignment, routing, escalation, and notifications.

• Create dashboards and reporting using JQL, including dashboards, queues, and operational reporting.

• Design prototypes and intake processes, assessing QR and no-login intake methods.

• Comprehend visibility controls and basic PII considerations for data handling and attachments.

• Travel to client sites occasionally (typically quarterly or less) for requirements workshops, stakeholder meetings, or training sessions.

⛳️ Requirements

• A minimum of 4 years of experience with Jira Data Center (on-prem).

• At least 4 years of experience with advanced JQL and filter design.

• Over 4 years of experience in designing external customer portals, preferably with multi-organization access models.

• A minimum of 3 years of experience providing testing and UAT support for persona-based validation, workflows, and SLAs.

• Experience in documentation and training for administrative and agent handoffs.

• Strong communication skills, both for client-facing interactions and internal collaboration.

• Proficiency in Microsoft Office Suite (e.g., Word, Excel, PowerPoint, Outlook).

• Experience using JIRA is mandatory.

🏝️ Benefits

• Fully remote work with flexible schedules.

• Reimbursements for training.

• Assistance with home office setup (including a company laptop).

• Comprehensive coverage for medical, dental, and vision (for US employees).

• Paid parental leave available for all full-time team members.

• Generous time off policy starting at 16 days.

• Extensive health, dental, and vision insurance plans (for US employees only).

• Company-provided computer (Mac or PC, based on preference).

• Support for home office setup.

• Opportunities for virtual and in-person social events.

• Reimbursement for training and certification.

• Professional growth opportunities at a rapidly expanding company with an ambitious mindset.