Associate Business Application Administrator

Associate Business Application Administrator – Jira Service Management
Contract -1 year
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

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

Required Qualifications

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

Preferred Qualifications

• Experience with Atlassian Confluence, particularly for knowledge-base management.
• Familiarity with IT Service Management (ITSM) concepts, processes, and best practices.
• Experience supporting enterprise application environments or service-management platform implementations.
• Atlassian certifications are a 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.