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JOB TITLE: Jira Developer (Jira Service Management - JSM)
REPORTS TO TITLE: Product Manager
BUSINESS FUNCTION/ SUB-FUNCTION: MD Office / IT Systems
LOCATION: Manchester or Leeds
Role Purpose
The Jira Developer is responsible for managing, configuring, and maintaining GBS’s Jira Service Management (JSM) platform. This role ensures the system supports business and IT service processes efficiently, aligns with ITIL standards, and enables continuous improvement across GBS operations.
ROLE AND RESPONSIBILITIES
Configuration & Customisation
- Design, configure, and maintain Jira Service Management workflows, fields, forms, and automation rules.
- Develop and maintain business rules, scripts, and APIs to support process automation and integration.
- Integrate Jira Service Management with other enterprise tools and systems through APIs.
- Ensure platform stability, security, and compliance with organizational policies.
Operations & Process Management
- Collaborate with stakeholders to gather requirements and translate them into technical solutions.
- Administer user accounts, roles, and permissions within JSM.
- Implement and support ITIL-based processes: Incident, Problem, Change, and Service Request Management.
- Oversee and manage the incident management process within the ITSM platform.
- Manage change control processes, ensuring updates are documented, tested, and deployed with minimal disruption.
- Maintain accurate IT asset data and track hardware and software lifecycle using Jira’s asset management capabilities.
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Reporting & Continuous Improvement
- Analyse data to identify trends and recommend process or system improvements.
- Provide insights and recommendations for continuous improvement.
- Ensure platform security, stability, and compliance.
- Provide user support, guidance, and training on Jira Service Management features.
- Promote collaboration and knowledge sharing within the GBS support service.
ESSENTIAL SKILLS AND EXPERIENCE
- Bachelor's degree in Information Technology, Computer Science, or relevant experience in related field.
- Demonstrable experience administering or developing within JSM or other ITSM tools (e.g. ServiceNow, BMC Remedy, FreshWork) or similar.
- Strong understanding of ITIL processes and ITSM best practices.
- Strong technical skills around API’s and related automation.
- Knowledge of AI Tools, Framework, governance, and ITSM best practices and industry standards.
- Excellent problem-solving skills and attention to detail.
- Strong written and verbal communication skills.
- Excellent communication skills and the ability to explain technical concepts to non-technical users.
- Effective stakeholder and solution management.
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DESIRABLE SKILLS AND EXPERIENCE
- ITIL Foundation Certification
- Atlassian Certified Professional
- Jira Certified Developer
What We Offer
- Salary dependent on experience
- 25 days annual leave, plus 8 public holiday
- 1-day extra leave per year of service, up to a maximum of 5 days
- Workplace pension scheme
- Tuition reimbursement for career development courses
- Flexible Benefits: Cycle to Work, Workplace Nursery, Tech scheme and much more
- Perks@Work discounts platform, wellbeing centre and much more
- Reward and recognition programme
- £500 award employee referral scheme
- Discretionary annual performance bonus
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