Work site: Miami, US (Remote)
Role Summary
The Jira & Confluence Administrator provides operational administration and support for the Atlassian platform (Jira and Confluence) under a Managed Service delivery model.
This role is responsible for executing platform administration requests, maintaining system configurations, enforcing established governance standards, and delivering support within defined Service Level Agreements (SLAs).
The administrator operates within a controlled framework defined by the GTO Center of Excellence (CoE) and is not responsible for defining platform strategy, architecture, or governance rules, but is responsible for executing requests in accordance with approved standards.
This role may be delivered through an offshore or managed service provider and is expected to follow a ticket-driven, SLA-based support model.
Scope of Services
The role includes operational support and administration of:
· Jira Software
· Jira Service Management (if applicable)
· Confluence
· Approved Atlassian plugins (within defined scope)
· User access and permission management
· Project / space configuration
· Workflow and field configuration
· Automation rules (within defined standards)
The role does not include:
· Platform architecture design
· Governance definition
· Tool selection decisions
· Major framework redesign
· Custom development outside approved scope
· Changes requiring CoE approval without authorization
Key Responsibilities
1. Request Intake & SLA-Based Delivery
· Monitor incoming administration requests daily
· Process requests through the approved intake channel
· Prioritize requests based on defined rules
· Deliver requests within agreed SLAs
· Maintain accurate request tracking at all times
· Provide status updates when required
· Escalate requests outside scope or standards
2. Jira Administration
· Create and configure Jira projects
· Configure issue types, fields, screens, workflows, and schemes
· Manage permission schemes and roles
· Maintain automation rules
· Support project-level configuration changes
· Maintain configuration consistency across projects
· Ensure all changes follow the approved framework
3. Confluence Administration
· Create and manage Confluence spaces
· Configure space permissions
· Maintain templates and structure
· Support page-level permission requests
· Ensure spaces follow naming and structure standards
4. User Access & Permission Management
· Grant and revoke user access
· Maintain user groups and roles
· Troubleshoot permission issues
· Ensure access follows approved rules
· Support audit requests when needed
5. Governance Compliance
· Execute requests according to the approved Jira / Confluence framework
· Reject or redirect requests that do not meet standards
· Flag exceptions requiring CoE review
· Maintain consistency across projects and spaces
· Support cleanup and standardization activities
6. Troubleshooting & Operational Support
· Investigate user-reported issues
· Resolve configuration problems
· Identify root causes when possible
· Escalate platform defects when needed
· Support platform stability
7. Documentation & Reporting Support
· Ensure all requests are tracked in the ticketing system
· Maintain documentation of configurations
· Support reporting by maintaining clean data
· Provide metrics when requested, including:
o Request volume
o SLA performance
o Backlog size
• Request types
Required Skills & Experience
· 3+ years administering Jira and Confluence
· Experience with Atlassian Cloud or Data Center
· Strong knowledge of:
o Workflows
o Schemes
o Permissions
o Automation rules
o Confluence spaces
· Experience working in an SLA-driven support model
· Experience working in MSP / offshore / shared services environments preferred
· Strong written communication skills
· Ability to follow defined standards
· Attention to detail
Preferred:
· Atlassian certification
· Experience supporting enterprise environments
· Experience working with governance-controlled platforms
Operating Model
· Managed Service / MSP delivery
· Ticket-driven request intake
· SLA-based execution
· Governance-controlled environment
· CoE defines standards
· Administrator executes within standards
The administrator works under the direction of the GTO Center of Excellence for framework alignment and exception handling, while remaining responsible for the operational delivery of platform administration services.
Regards,
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Sr. Talent Acquisition Specialist |
