Developer/Administrator

Summary

Join New Era Technology as a JIRA Service Management Developer/Administrator for a 1-year remote contract role (extendable) in the UAE. This hybrid techno-functional role requires 4+ years of JIRA Service Management and 2+ years of JIRA Project Management experience. You will configure and customize JIRA Service Management and JIRA Software projects, implement automations, manage projects, and collaborate with stakeholders. The ideal candidate possesses strong expertise in JIRA workflows, automations, custom fields, and JQL, along with experience in agile methodologies and ITIL/ITSM frameworks. The role offers remote flexibility and exposure to cross-functional projects. New Era Technology is a global technology solutions provider committed to creating a supportive and growth-oriented work environment.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• Manage user roles, permissions, and license allocations
• Perform regular audits and health checks; ensure platform hygiene
• Maintain comprehensive documentation of all configurations and changes
• 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

Preferred Qualifications

• 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

Benefits

• 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