Job Description

Contract Duration: 24 months
Location: Richmond, VA (Hybrid 3 days onsite per week)

Position Overview

We are seeking an Associate Business Application Administrator to support and enhance a recently implemented Jira Service Management (JSM) environment. This consultant will be responsible for troubleshooting defects, managing user access, supporting workflow enhancements, and partnering with Agile delivery teams to develop scalable service-management solutions. The ideal candidate brings hands-on Jira Service Management administration and workflow-development experience, strong communication skills, and the ability to translate business needs into practical system configurations.

Key Responsibilities

• Platform Administration: Administer and support the Jira Service Management platform, including user access, permissions, configurations, and ongoing platform maintenance.
• Incident & Defect Resolution: Analyze, troubleshoot, and resolve defects and incidents related to JSM workflows, forms, automation, approvals, work items, and assets.
• Workflow Design & Deployment: Design, configure, test, and deploy workflow enhancements ranging from minor user-interface updates to complex automated workflows with approvals and multiple child work items.
• Migration Support: Support code/configuration migration activities across JSM environments.
• Agile Collaboration: Collaborate with Business Analysts, Scrum Masters, QA team members, and other technical resources within an Agile development environment.
• Requirements Gathering: Gather, clarify, and document requirements from technical and business stakeholders.
• Solution Demonstration: Conduct demonstrations of developed solutions, gather end-user feedback, and implement appropriate modifications.
• Triage & Prioritization: Assess incoming incidents and enhancement requests, determining which items require immediate resolution versus backlog prioritization.
• Documentation: Maintain clear documentation for system configurations, workflows, processes, and support procedures.
• Continuous Improvement: Support the use of Jira Service Management best practices and continuous platform improvement.

Required Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field (equivalent relevant experience will also be considered).
• JSM Experience: At least 12 months of hands-on experience administering and configuring Jira Service Management.
• Workflow Development: Proven experience developing and enhancing JSM workflows, including forms, automation rules, approvals, work items, and asset-related functionality.
• Access & Migration: Experience with user access management and code/configuration migration within Jira Service Management.
• Platform Knowledge: Strong understanding of the Atlassian Jira Service Management product and its capabilities.
• Agile Integration: Experience working as part of an Agile development team alongside Business Analysts, Scrum Masters, QA, and technical stakeholders.
• Communication Skills: Ability to communicate effectively with both technical teams and business users.
• Problem Solving: Demonstrated ability to assess, prioritize, and resolve incidents and enhancement requests in a timely manner.

Preferred Qualifications

• Atlassian Confluence: Experience utilizing Confluence, particularly for knowledge-base management.
• ITSM Knowledge: Familiarity with IT Service Management concepts, processes, and best practices.
• Enterprise Support: Experience supporting enterprise application environments or service-management platform implementations.
• Certifications: Atlassian certifications are a strong plus.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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