Senior Program Manager – Jira/Service Now System Administrator

The Senior PM for Jira and Service Now has to serve as an Administrator on both platforms with a strong knowledge of Jira and Service Now. They play a key role in maturing the Jira and Service Now platform with the State of Rhode Island. This person works with IT management and key stakeholders to configure and administer the cloud-based Atlassian and Service Now suites, and key third-party add-ons. They provide strategic input in using the tools to maximize efficiency for incident management and project/portfolio management. This person is responsible for the confirmation, maintenance and enhancement of our Atlassian and Service Now suite.

Responsibilities: Administration:

• Manage Jira Premium Cloud instances and recommend options to optimize and secure workflows and permissions to allow for disparate teams to use Jira and Confluence in a manner that best suits their team.
• Configure, build out and manage workflows, projects, schemas, and screen schemes that utilize Atlassian best practices to meet business and stakeholder needs.
• Manage all aspects of the Atlassian tool chain including workflows, custom fields, schemes, add- ons, and integrations.
• Construct custom reports and dashboards using various filter types in JIRA.
• Build Jira templates for project management for both Jira Software and Jira business.
• Configure Jira to manage specialized user groups and permissions.
• Configure Jira reports for portfolio management, integrated with Powerpoint, one-pager Executive level reports.
• Perform advanced troubleshooting tasks on Atlassian nodes including resource utilization and stack trace analysis.
• Build new Jira projects, and author workflows based on user requirements.
• Setup integration between Atlassian and other productivity, developer, and analytics tools.
• Manage the Confluence environment and create spaces, pages, page templates as necessary.
• Configure JIRA and provide guidance to lean-Agile teams to include customizable workflows, team performance reports, integration with development and CI tools.
• Maintain proper balance between standardized views and processes that help the organization stay Agile-compliant.
• Manage user permissions for tools according to the needs of projects and teams.
• Perform application and system administration tasks.
• Test new versions of the tools and plug-ins to ensure compatibility.
• Work with JIRA filters, reporting, dashboards, workflows, fields, and JIRA administration.
• Work with ServiceNow developer to configure integrations and reports between Jira and ServiceNow.

Project Management:

• Responsible for all features of the Atlassian suite of applications for the organization.
• Interact with technical and project teams.
• Recommend and manage licenses for the Atlassian suite products and add-ons.
• Responsible for administration, maintenance, upgrades, enhancements to JIRA, Confluence and integrations with other tools and plugins.
• Ensure system availability of all Atlassian tools based on defined SLAs.
• Support for s/w deployment and maintenance projects.
• Implement cross-functional department workflows to maintain the highest level of quality.
• Research and utilize industry standard methods and techniques.
• Communicate and share knowledge with internal and external contacts at all levels.
• Train staff on JIRA and navigating projects in the space.
• Work closely with project managers, developers, and other stakeholders to gather requirements and implement solutions.
• Provide training and support to Jira users, promoting best practices and effective use of the platform.
• Act as a liaison between technical and non-technical teams to facilitate clear communication and understanding of Jira capabilities and limitations.

Qualifications:

• Proven experience as a Jira Administrator with a strong understanding of Jira and Service Now configuration, customization, and best practices.
• Experience with using Jira Software for project and portfolio management.
• Certification in Jira Administration.
• Experience with Jira and Service Now development, including scripting and creating plugins.
• Strong problem-solving skills and the ability to work independently and in a team environment.
• Excellent communication and interpersonal skills.
• Experience with Atlassian products (Confluence, Bitbucket) and integrations.
• Experience with database management, JQL and SQL.