Jira Service Desk Specialist
3 weeks ago
Work From Office
Location: Noida, Uttar Pradesh
Experience: 5+ years
2 month contract (extendable based on performance)
We are enhancing our Jira Service Desk portal that can handle service tickets via email, track various stages of issue resolution, and provide management with comprehensive dashboards and reporting. This requires a blend of technical and good communication skills. Here's a breakdown of the essential skills needed for this job:
Comprehensive Technical Skills for Jira Service Desk
Jira Administration and Configuration
- Proficiency in setting up, configuring, and managing Jira Service Desk.
- Expertise in designing complex workflows with conditional transitions, custom fields, screen schemes, issue type schemes, and permission schemes tailored to various client needs.
- Ability to implement security settings, manage project roles, and detailed permission schemes to ensure data security across different clients.
Custom Development and Scripting
- Skills in developing custom plugins using Atlassian SDK and scripting with languages like Java or Groovy to enhance Jira functionalities beyond the out-of-the-box features.
- Ability to create and manage custom automation rules within Jira or using external scripting tools.
Integration and Automation
- Advanced skills in integrating Jira with email platforms, including configuring mail handlers to automate issue creation from emails.
- Proficiency with Jira’s REST API for automating workflows, and integrating with other systems like CRM, version control, and CI/CD pipelines.
- Experience with third-party tools and marketplace add-ons for extended functionalities and integration with communication tools like Slack or Microsoft Teams.
Reporting, Dashboards, and Analytics
- Deep understanding of Jira’s reporting tools, ability to customize dashboards for different management levels, and use of JQL for complex issue searches and data manipulation.
- Skills in database management and SQL to enhance reporting capabilities and perform advanced data queries directly from Jira’s database.
Performance Optimization and Scalability
- Expertise in managing large Jira instances, focusing on performance tuning and scalability.
- Knowledge of system monitoring tools and techniques to maintain high performance and uptime.
- Capability to troubleshoot and resolve issues related to performance bottlenecks or complex configurations.
Email and API Integration
- Advanced capabilities in setting up and customizing email integrations for seamless ticket ingestion and updates.
- Strong proficiency in automating and integrating processes using Jira's REST API, crucial for enhancing functionality and connecting with other software systems.
These comprehensive technical skills encompass the full spectrum of tasks and challenges involved in building and managing a Jira Service Desk portal tailored to the needs of multiple clients, ensuring efficient, secure, and scalable operations.
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