What are the responsibilities and job description for the Jira Administrator & Tier 1 Support Analyst (SDLCNext) position at Optima Global Solutions Inc.?
Optima Global Solutions Inc.is a valuable IT Services and Solution provider that customers, employees, and stakeholders feel proud to be associated with. Optima's Intelligent Automation Solutions leverage robotic process automation, intelligent data capture, and business process management best practices to streamline operations. Our IT Services practice provides organizations with highly personalized, comprehensive, U.S. based recruiting services supported by our internal onsite team of subject matter experts.
Currently, we are hiring for the following position;
Jira Administrator & Tier 1 Support Analyst (SDLCNext)
This is a Remote work opportunity however candidate should have the ability to be in person Washington, D.C. and Rosslyn, VA as required (preferred)
POSITION SUMMARY:
The Architecture & Service Excellence (A&SE) SDLCNext Support Tier 1 Helpdesk and Jira Admin supports data tracking, reporting, and execution visibility across DHMS initiatives. This role helps leadership clearly understand what work is underway, what is on track, and where risks or delays may exist.
The position blends Tier 1 helpdesk support with platform enhancement work. Tier 1 Helpdesk and Jira Administrator ensures that service requests, enhancement requests, and incident reports are triaged and handled in a timely manner. The Jira Administrator also liaises with customers to understand and diagnose issues, as well as build out solutions.
This role works closely with program leadership, government counterparts, product owners, and delivery teams.
JOB RESPONSIBILITIES:
Thank you.
Currently, we are hiring for the following position;
Jira Administrator & Tier 1 Support Analyst (SDLCNext)
This is a Remote work opportunity however candidate should have the ability to be in person Washington, D.C. and Rosslyn, VA as required (preferred)
POSITION SUMMARY:
The Architecture & Service Excellence (A&SE) SDLCNext Support Tier 1 Helpdesk and Jira Admin supports data tracking, reporting, and execution visibility across DHMS initiatives. This role helps leadership clearly understand what work is underway, what is on track, and where risks or delays may exist.
The position blends Tier 1 helpdesk support with platform enhancement work. Tier 1 Helpdesk and Jira Administrator ensures that service requests, enhancement requests, and incident reports are triaged and handled in a timely manner. The Jira Administrator also liaises with customers to understand and diagnose issues, as well as build out solutions.
This role works closely with program leadership, government counterparts, product owners, and delivery teams.
JOB RESPONSIBILITIES:
- Provide Tier 1 support for SDLCNext platform (Jira, Confluence, JSM), ensuring timely resolution of incidents and service requests
- Administer and maintain the SDLCNext platform, including configuration, user management, and workflow optimization
- Troubleshoot and resolve issues related to Jira configurations, plugins, and integrations
- Develop and maintain custom scripts and automation workflows in Jira to streamline operations and enhance system functionality
- Build, maintain, and validate data sets used for dashboards, metrics, and leadership reporting
- Manage JIRA data and reporting, including backlogs, sprints, epics, story status, and dependencies
- Pull and analyze JIRA data to support sprint planning, retrospectives, and leadership briefings
- Track issues, blockers, and dependencies and ensure they are visible to leadership
- Document processes, configurations, and scripts to support knowledge sharing and operational continuity
- Experience supporting Tier 1 service operations and execution tracking for within the Atlassian tool suite (Jira, Confluence, JSM) in a federal or large-scale enterprise environment
- Strong experience working with Jira in an Agile or mixed Agile environment, including backlog, sprint, epic, and dependency management
- Hands-on scripting and automation experience in Jira (e.g., ScriptRunner/Groovy, Jira Automation, JQL, REST APIs) to streamline workflows and reporting
- Ability to organize, analyze, and explain work progress using Jira data and reports; build and validate datasets for dashboards and leadership updates
- Experience working with multiple stakeholders, including program leadership, engineering teams, service desks, and government counterparts
- Strong attention to detail and commitment to data accuracy, configuration governance, and permission integrity
- Ability to manage multiple tasks and priorities simultaneously; triage tickets, maintain SLAs, and meet reporting deadlines
- Prior experience with DHMS, DHA, or similar federal programs is preferred but not required
- Tier 1 helpdesk mindset: disciplined triage, SLA adherence, and customer-service excellence
- Advanced Jira administration and JQL skills; proficiency with Jira Automation and ScriptRunner/Groovy
- Clear grasp of Agile practices (backlogs, sprints, epics, dependencies) and maintaining board hygiene
- Strong troubleshooting across configurations, plugins, and integrations; quickly isolate root causes and implement fixes
- Ability to translate technical details and execution status into plain-language updates for leadership and stakeholders
- Governance and security awareness, including permission integrity, configuration standards, change control, and thorough documentation
- Proactive identification of blockers, dependencies, and risks; drive visibility and resolution across teams
- Effective time management and adaptability in dynamic environments; balance support, enhancements, and stakeholder requests
Thank you.