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Job Descrption

Please note we are unable to offer sponsorship for this position!

Please note: we can appoint for this role at either our Greenford, West London campus (UB6 0HE) or our Bow, East London campus (E3 2SE).

We are seeking a skilled JIRA System Administrator with a strong background in Service Management to join our IT team. The ideal candidate will be responsible for configuring, customizing, managing, and supporting our JIRA environment, including JIRA Service Management (JSM), to ensure optimal performance and alignment with GBS’s Student and Staff support portal business processes.
• Administer and maintain the JIRA platform, including JIRA Core, JIRA Software, and JIRA Service Management.
• Create & Manage JIRA schemes, workflows, screen schemes, field configurations, permissions, and user groups.
• Perform system upgrades, plugin management, and ensure system stability and performance.
• Implement and configure integrations between JIRA and other systems using API’s
• Configure and... manage JIRA Service Management (JSM) for ITSM processes, including incident management, change management, problem management, and service request management.
• Develop and implement service catalogues, request types, SLAs, and automation rules.
• Create and maintain JIRA Service Management dashboards, reports, and metrics to monitor performance and service levels.
• Collaborate with cross-functional teams to gather requirements, design, and implement efficient workflows and automation in JIRA.
• Conduct regular assessments and optimize JIRA configurations to align with business processes.
• Provide recommendations for improving process efficiency, system usability, and data integrity.
• Provide support for JIRA-related issues and queries from end-users.
• Implement and enforce best practices for user and project permissions, ensuring data security and compliance with organizational policies.
• Regularly review and audit system logs, user activity, and permissions.
• Develop custom reports, dashboards, and queries to support business decision-making.
• Analyse service management data to identify trends, issues, and opportunities for improvement.
• Bachelor’s degree in information technology, Computer Science, or a related field.
• Certifications (Atlassian Certified Jira Administrator, ITIL Foundation Certification)
• Prior experience as a JIRA Administrator, with a strong focus on JIRA Service Management.
• Proficiency with JIRA Software and Core, and experience with JQL (JIRA Query Language).
• Experience with Confluence, Bitbucket, and other Atlassian tools is preferred.
• Understanding of ITIL/ITSM best practices and experience with implementing ITSM processes.
• Strong problem-solving skills, with the ability to troubleshoot and resolve complex system issues.
• Excellent communication and interpersonal skills, with the ability to work effectively with technical and non-technical stakeholders.

Standard benefits of employment at GBS include:

• 25 days annual leave, plus 8 public holidays
• 1-day extra leave per year of service, up to a maximum of 5 days
• Workplace pension scheme with NEST
• Tuition reimbursement for career development courses
• Cycle to Work scheme.
• Access to GBS “Life” - discounts platform, wellbeing centre and much more
• Reward and recognition programme
• £500 award employee referral scheme
• Discretionary annual performance bonus
• Specsavers eye care vouchers
• Access to a TOTUM discount card and eligibility for a Costco membership

The successful candidate will also be expected to demonstrate their commitment:
• To GBS values and regulations, including equal opportunities policy.
• The GBS’s Social, Economic and Environmental responsibilities and minimise environmental impact in the performance of the role and actively contribute to the delivery of GBS’s Environmental Policy.
• To their Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus.

We improve lives through education, committing to inclusiveness and realising the power of diversity each day. We are proud of the many backgrounds, experiences, beliefs and cultures here at GBS — people are the heart of everything we do and our aspirations for the society we want to see in the future.

#LI-Onsite

#indeedoctober

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