JIRA Administrator

Overview

The Jira Administrator plays a critical role in supporting and enhancing the organization’s service management practices. This position focuses on maintaining and improving Jira Service Management (JSM), Jira, and Confluence to ensure high-quality, efficient, and consistent IT service delivery.

The Jira Administrator will work closely with ITSM leadership and cross-functional teams to configure workflows, optimize request management, support service catalog development, and maintain knowledge management practices. This role offers opportunities to learn, grow, and contribute to enterprise ITSM transformation initiatives. Salary range for the role is between $77,000 and $90,000 with an annual bonus. The position can be 100% remote, but if located in the Agoura Hills, CA area the expectation will be that the role is hybrid.

Responsibilities

Jira & JSM Administration

• Lead Configure and maintain Jira and JSM projects, request types, SLAs, and automation rules.
• Assist with workflow design, request routing, and form customization to improve service delivery.
• Support service catalog development and updates, ensuring accurate request offerings.
• Maintain Jira Assets (CMDB) for tracking applications, assets, and configuration data.
• Build and update dashboards and reports to provide visibility into service requests, incidents, and SLAs.the organization’s multi-phase ITSM transformation roadmap, from environment reconnaissance and platform consolidation to full governance and reporting integration.
• Administering permissions and configurations in Confluence.
  
  

ITSM Process Support

• Support Incident, Request, Problem, and Change Management processes within Jira Service Management.
• Help document and maintain knowledge bases in Confluence to ensure self-service and operational consistency.
• Assist with service health reporting by monitoring tickets, trends, and backlog volumes.
• Participate in governance check-ins and contribute to continuous improvement efforts.Establish and maintain ITSM process governance for Incident, Request, Problem, Change, CMDB, and Knowledge Management.
  
  

Collaboration & Continuous Improvement

• Work with managers, developers, and business stakeholders to align Jira configurations with business needs.
• Partner with teams during ITSM tool consolidation and process standardization initiatives.
• Provide user support and training for Jira, JSM, and Confluence to improve adoption and usability.
• Identify opportunities to automate repetitive tasks and streamline workflows.
  
  

Qualifications

• 1-5 years of experience administering Jira, Jira Service Management (JSM), or similar ITSM platforms.
• Familiarity with ITSM processes (Incident, Request, Problem, Change Management).
• Hands-on experience in Jira project setup, workflow configuration, SLA management, and automation.
• Exposure to Jira Assets (CMDB), asset schemas, and lifecycle tracking (preferred).
• Experience using Confluence for knowledge bases, documentation, and templates.
• Strong problem-solving skills and ability to work collaboratively in Agile/DevOps environments.
• Interest in ITSM maturity and willingness to learn governance, reporting, and process improvement practices.
  
  

Certifications, Licenses, and/or Registration

• Bachelor’s degree in Computer Science, Information Systems, Business, or a related field.
• ITIL certification preferred;
• Atlassian certifications (e.g., Jira Administrator, Jira Service Management) highly desirable.
  
  

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

EEOC

Lakeview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.