Role Summary

We are seeking a Senior Atlassian Administrator to own, evolve, and govern our Atlassian environment (Jira Software, Jira Service Management, Confluence and related tools) at scale. You will act as the subject-matter expert for Atlassian and ITSM tooling, driving best practice, standardisation, and continuous improvement across multiple business units and locations.

This role combines hands-on administration with architecture, roadmap ownership and stakeholder leadership to ensure the platform underpins our collaboration, project delivery and service management capabilities.

Key Responsibilities

Jira Service Management (JSM) – Strategy and Ownership

• Own the end‑to‑end design and governance of Jira Service Management across the organisation, including project templates, queues, SLAs, request types, forms, workflows and automation rules.

• Lead workshops with IT and business stakeholders to design and continuously improve ITSM processes (Incident, Request, Change, Problem, Service Catalogue) and ensure they are standardised and scalable.

• Define and maintain a multi‑team service catalogue, customer portals, knowledge bases and email channels for multiple service teams, ensuring a consistent user experience.

• Design and maintain robust issue security schemes, permission schemes and role‑based access models aligned to audit and regulatory requirements.

ITSM & Platform Architecture

• Translate ITIL and internal service management practices into a coherent JSM and Atlassian platform architecture, including templates, schemes and governance guardrails.

• Own integrations between JSM and CMDB/asset management tools and knowledge systems (e.g. Insight/Assets, Confluence), ensuring data quality and process alignment.

• Act as the senior point of contact for ITSM tooling, advising leadership on platform capabilities, best practice and roadmap trade‑offs.

Jira Administration & Governance

• Lead the configuration and lifecycle management of Jira Software and JSM, including global workflows, screens, custom fields, permission schemes, notification schemes and project templates.

• Define and enforce governance standards for project creation, configuration and usage to minimise complexity and ensure scalability.

• Design and implement advanced automation (Jira Automation, ScriptRunner, REST APIs) and integrations to streamline cross‑team workflows and reduce manual effort.

• Mentor and support project admins and power users, establishing best practices and reusable patterns.

Confluence Administration & Knowledge Management

• Own the information architecture for Confluence, including global space templates, permission models, and page structures to support effective knowledge management.

• Develop and maintain advanced macros, page layouts and blueprints to standardise documentation across product, engineering and operations teams.

• Champion the integration of Confluence with Jira, Slack and other collaboration tools, driving adoption and content quality.

Reliability, Maintenance & Operational Excellence

• Take accountability for the stability, performance and capacity of the Atlassian Cloud environment, including monitoring, housekeeping, maintenance windows and change planning.

• Oversee updates, app lifecycle (installations, renewals, rationalisation) and backup/restore practices in line with internal policies.

• Act as Tier 3 expert support for complex Jira and Confluence issues, guiding junior admins and support teams through resolution.

Integrations, Extensions & Automation

• Own and manage key integrations with Slack, GitHub, Bitbucket, Azure DevOps, identity providers (SAML/SSO) and other internal systems.

• Evaluate, select and govern third‑party Marketplace apps, running PoCs, risk assessments and adoption plans.

• Partner with development, DevOps and security teams to design automated workflows, CI/CD integrations and improved tooling usage.

• Lead the enablement of Agile at scale using Jira Premium (Advanced Roadmaps, capacity planning, cross‑project boards), including training and coaching of delivery teams.

Governance, Security & Compliance

• Define and maintain governance frameworks, configuration standards and documentation across all Atlassian products.

• Implement and oversee access controls, data retention policies and audit trails to meet internal and external compliance requirements.

• Collaborate with security and IAM teams to design and maintain secure SSO, group management and least‑privilege access patterns.

Reporting, Insights & Stakeholder Management

• Design and maintain executive‑level and operational dashboards and reports for portfolio tracking, team performance, SLA/OLA compliance and continuous improvement.

• Partner with business and technical stakeholders to understand reporting needs and translate them into robust Jira and Confluence reporting solutions.

• Present platform health, usage metrics, and roadmap updates to IT leadership and key stakeholders.

Qualifications and experience

• 5–7 years of hands‑on experience administering Jira and Confluence in a complex business or enterprise environment, ideally across multiple teams and geographies.

• Deep understanding of Jira Software and JSM workflows, schemes, custom fields, filters, dashboards and automation capabilities at scale.

• Proven experience with Atlassian Cloud, including org‑level administration, security controls and app management.

• Strong scripting/automation skills using Jira Automation and at least one of ScriptRunner, REST APIs or similar tooling.

• Demonstrable experience designing and rolling out ITSM processes using Jira Service Management.

Preferred

• Atlassian certifications (e.g. ACP‑100, ACP‑120, ACP‑420/ACP‑520 or equivalent) or demonstrable equivalent expertise.

• Formal ITIL training or certification and experience working within ITIL‑aligned environments.

• Experience leading small teams or mentoring other admins / power users.