Serve as a point of contact for Jira Confluence and Jira Service Management JSM usage advising teams on practical scalable ways to structure work and knowledge.
About the Role
Provide day-to-day support to end users and key stakeholders triage queries resolve configuration requests and translate requirements into workable solutions.
Responsibilities
- Define and promote best practices for:
- Jira project configuration issue types workflows fields screens permissions
- Confluence information architecture spaces templates page structures governance
- JSM service project design request types portals SLAs queues knowledge integration
- Partner with teams to design and improve service and delivery processes including incident request workflows approvals and reporting.
- Build and maintain automation rules Jira JSM to reduce manual effort and improve consistency eg routing notifications field updates SLA support approvals.
- Support planning and portfolio ways of working using Advanced Roadmaps Plans including hierarchy design cross team dependency management and roadmap reporting.
- Produce clear documentation templates and how-to guidance run clinics training sessions and onboarding to improve adoption and self-service.
- Support integration and reporting needs eg dashboards filters subscriptions ensuring teams can measure flow service performance and delivery outcomes.
- Contribute to platform governance by recommending standards and guardrails that balance flexibility with consistency across teams.
- Desirable Experience:
- Exposure to Jira and Confluence Cloud including awareness of feature differences app constraints and migration considerations.
- Experience supporting hybrid environments or contributing to Cloud readiness assessments and adoption planning.
- Basic Programming knowledge eg Python NodeJS.
Required Skills
- Strong functional knowledge of Jira Software Confluence and Jira Service Management with the ability to advise both technical and nontechnical users.
- Practical experience configuring automation rules request types portals SLAs queues and knowledge base integration in JSM.
- Working knowledge of Advanced Roadmaps Plans including issue hierarchy shared teams capacity considerations and roadmap views.
- Confident stakeholder engagement able to gather requirements propose options and explain trade-offs in plain English.
- A continuous improvement mindset with a focus on user experience consistency and measurable outcomes.
Preferred Skills
- Application Security (application security framework/ threat modelling/ Secure SDLC/ DevSecOps/Application Security Architecture Review)
- Java
- Python