JIRA Developer

📍 Location: Manchester, Greater Manchester, United Kingdom
🏢 Industry: Education
💼 Work Setting: Hybrid

Are you a Jira expert with strong ITSM and automation experience who enjoys improving service delivery and operational efficiency? This role offers the opportunity to lead JSM platform development, implement ITIL-aligned processes, automate workflows, integrate enterprise systems, and help drive continuous improvement across the organization.

As the Jira Developer, you will serve as a key technical resource responsible for platform administration, workflow automation, integrations, governance, reporting, and user enablement.

Key Responsibilities

Jira Service Management Configuration & Development

• Platform Administration:
  • Design, configure, and maintain Jira Service Management environments.
  • Customize:
    • Workflows
    • Request Types
    • Forms
    • Custom Fields
    • Queues
    • Dashboards
    • Automation Rules

Process Automation

• Develop automation solutions that improve operational efficiency.
• Build and maintain:
  • Business Rules
  • Automated Workflows
  • Scripts
  • Notifications
  • Approval Processes

API & Systems Integration

• Integrate Jira Service Management with enterprise applications and third-party platforms.
• Build and maintain API connections between systems.
• Support process orchestration and data synchronization.

Platform Governance

• Ensure platform stability, performance, security, and compliance.
• Maintain configuration standards and system documentation.
• Support release and change management activities.

ITSM Operations & Process Management

Stakeholder Engagement

• Requirements Gathering
  • Work closely with business and IT stakeholders.
  • Understand operational needs and service requirements.
  • Translate business requirements into technical solutions.

Solution Design

• Recommend Jira-based solutions that align with organizational objectives.
• Configure scalable service management processes.
• Support ongoing platform enhancements and improvements.

ITIL Process Implementation

• Incident Management
  • Design and maintain incident management workflows.
  • Improve ticket routing, prioritization, and escalation processes.
  • Support operational effectiveness and response times.
• Problem Management
  • Implement processes for root cause identification and resolution.
  • Support continuous service improvement initiatives.
  • Enhance problem tracking and reporting capabilities.
• Change Management
  • Manage change control workflows and approvals.
  • Ensure changes are properly documented, tested, and implemented.
  • Minimize operational disruption during deployments.
• Service Request Management
  • Build efficient service catalogs and request fulfillment processes.
  • Improve user experience and service delivery efficiency.
• User & Permission Management
  • Access Administration
    • Manage user accounts, permissions, and role assignments.
    • Maintain security controls and governance standards.
    • Ensure appropriate access across teams and functions.
  • Security Oversight
    • Monitor platform security and compliance requirements.
    • Support audit and governance initiatives.
    • Maintain organizational policy adherence.
• Asset Management & CMDB Support
  • IT Asset Management
    • Utilize Jira Asset Management capabilities to track:
      • Hardware Assets
      • Software Assets
      • Licenses
      • Infrastructure Components
  • Lifecycle Management
    • Maintain accurate asset records.
    • Support procurement, deployment, maintenance, and retirement processes.
    • Improve asset visibility and control.
• Reporting & Analytics
  • Performance Reporting
    • Develop dashboards, reports, and performance metrics.
    • Track operational KPIs and service effectiveness.
    • Provide meaningful insights to stakeholders.
  • Data Analysis
    • Analyze platform and service data.
    • Identify trends, issues, and improvement opportunities.
    • Support data-driven operational decisions.
• Continuous Improvement
  • Recommend process enhancements and platform optimizations.
  • Drive service maturity and performance improvements.
  • Support ongoing ITSM transformation initiatives.
• User Support & Training
  • Platform Support
    • Provide Jira Service Management user support.
    • Troubleshoot platform-related issues.
    • Assist teams with workflow and process improvements.
  • Training & Enablement
    • Deliver guidance and training on JSM capabilities.
    • Create user documentation and best-practice materials.
    • Improve platform adoption and user experience.
  • Knowledge Sharing
    • Promote collaboration and knowledge management across teams.
    • Support continuous learning and service excellence.