Jira Service Management

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

JIRA Service Management Developer / Administrator

Location: Remote (Contract Role with New Era Technology, UAE)
Contract Type: 1 Year | Extendable based on performance
Company Website:
Experience Required: 5–7 years (Minimum 4 years in JIRA Service Management & Project Management)

About New Era Technology

At New Era Technology, we deliver technology solutions that drive innovation, improve efficiency, and empower digital transformation across global industries. With a strong presence in the UAE, India, and other international markets, our team of experts supports enterprises with state-of-the-art services across IT, cloud, collaboration, and security domains.

We are currently seeking a JIRA Service Management Developer / Administrator who is a hands-on expert in JIRA platforms with proven experience in both ITSM and Project Management.

Role Overview

This is a hybrid techno-functional role ideal for a proactive professional who thrives in high-impact environments. You'll take ownership of the end-to-end configuration, customization, and administration of JIRA Service Management and JIRA Software projects, collaborating across IT, DevOps, and business functions to streamline workflows and improve project visibility.

Key Responsibilities JIRA Service Management Configuration & Development

• Design and configure JSM projects, request types, SLAs, and workflows.

• Create dynamic forms with conditional logic and custom field behavior.

• Build customer-friendly portals and help centers for support ticketing.

• Develop custom dashboards and queues for support teams.

Automation & Integration

• Implement complex automation rules using ScriptRunner and native JIRA automation.

• Integrate JIRA with tools such as Microsoft Teams, Azure DevOps, Confluence, Azure AD, etc.

• Automate processes like ticket assignment, notifications, and escalations.

JIRA Project Management

• Create and manage JIRA Software and Work Management projects for IT, development, and business teams.

• Configure boards (Scrum/Kanban), epics, stories, and task hierarchies.

• Maintain governance standards: templates, permissions, naming conventions.

• Enable agile best practices: sprint tracking, backlog grooming, and reporting.

Administration & Governance

• Manage user roles, permissions, and license allocations.

• Perform regular audits and health checks; ensure platform hygiene.

• Maintain comprehensive documentation of all configurations and changes.

Stakeholder Collaboration

• Liaise with ITSM leads, PMOs, developers, and support teams for requirement gathering.

• Train users, leads, and stakeholders on dashboards, filters, reports, and best practices.

• Act as the subject matter expert for JIRA-related problem-solving and process optimization.

Required Skills & Qualifications

• 4 years of hands-on experience with JIRA Service Management (Cloud or Data Center)

• 2 years of experience in JIRA Project Management (Software or Business)

• Strong expertise in configuring workflows, automations, custom fields, permissions

• Proficiency in JQL, ScriptRunner, and integration using REST APIs

• Experience setting up agile boards (Scrum/Kanban) and managing project structures

• Familiarity with ITIL/ITSM frameworks and Agile methodology

• Excellent stakeholder communication, problem-solving, and documentation skills

Preferred (Nice to Have)

• Atlassian Certifications (ACP-120, ACP-610, ACP-620)

• Experience with Confluence, Bitbucket, Azure DevOps, or Jenkins

• Experience in tool migration (e.g., from ServiceNow, Zendesk, Remedy)

• Exposure to advanced portfolio tools like Advanced Roadmaps or BigPicture

• Experience conducting user training or leading JIRA adoption initiatives

Why Join Us?

• Opportunity to work with a leading global technology solutions provider

• Remote flexibility while supporting enterprise-grade platforms

• Exposure to cross-functional projects across ITSM, DevOps, and business domains

• Collaborative work culture with a performance-driven environment

Interested?
Send your CV to

New Era Technology, Inc., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").

View our Privacy Policy here

---