Over the last 20 years, Ares’ success has been driven by our people and our culture. Today, our team is guided by our core values – Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy – and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry.

Job Description

We are seeking an experienced Atlassian Cloud Administrator / Jira Service Management Specialist to configure, administer, and continuously improve Jira Software, Jira Service Management, Confluence, and Atlassian Rovo capabilities. This role will support software delivery teams, IT service management processes, business processes, AI-enabled knowledge discovery, and enterprise service management use cases by ensuring Atlassian platforms are scalable, secure, well-governed, and easy to use.

The ideal candidate will work closely with IT, development, operations, and business stakeholders to translate process requirements into effective Jira configurations, automation rules, dashboards, workflows, and service management solutions.

Roles & Responsibilities;

Platform Administration & Configuration

• Configure and maintain Jira projects, boards, workflows, issue types, custom fields, screens, schemes, and project templates.
• Manage permissions, roles, groups, user access, notification schemes, and security models to ensure appropriate access control and governance.
• Maintain platform standards for configuration consistency, scalability, and ease of administration.
• Monitor instance health, configuration quality, platform performance, and administrative hygiene.

Jira Service Management Enablement

• Configure and support Jira Service Management projects, request types, queues, forms, customer portals, and service workflows.
• Design and maintain SLAs, escalation rules, approval workflows, and service dashboards to improve operational visibility and responsiveness.
• Enable knowledge base integration with Confluence to support self-service and reduce repetitive support requests.
• Partner with service owners to improve intake, triage, prioritization, and resolution processes.

Automation, Integration & Reporting

• Design, implement, and maintain Jira automation rules to streamline repetitive tasks, improve data quality, and reduce manual effort.
• Support integrations between Jira, Confluence, Bitbucket, CI/CD tools, APIs, webhooks, and approved third-party applications.
• Develop dashboards and reports to track Agile delivery metrics, SLA compliance, service performance, backlog health, and operational trends.
• Identify opportunities to improve workflows, reporting, AI-assisted search, knowledge discovery, and platform usability through automation, Rovo capabilities, and configuration enhancements.

User Support, Governance & Documentation

• Provide end-user support, troubleshooting, onboarding, and guidance for Jira Software, Jira Service Management, and Confluence.
• Create and maintain documentation, training materials, standards, and best practices for users and administrators.
• Manage user onboarding, access provisioning, role changes, and support processes in alignment with governance requirements.
• Collaborate with stakeholders to review requirements, recommend platform solutions, and ensure sustainable adoption.

Professional & Technical Skills-

Required Skills

• Strong hands-on experience administering Atlassian Jira Software and Jira Service Management in a cloud environment.
• Proficiency in configuring workflows, screens, schemes, issue types, custom fields, permissions, and notification settings.
• Experience supporting ITSM practices, including request management, incident management, service workflows, SLAs, queues, and escalation paths.
• Working knowledge of Jira Automation, dashboard creation, filters, reports, and operational metrics.
• Strong understanding of user management, access control, security models, and governance practices.
• Ability to troubleshoot Jira-related performance, access, workflow, automation, and configuration issues.
• Experience administering or supporting Confluence, including knowledge base and documentation use cases.
• Strong communication skills with the ability to work with technical and business stakeholders.

Preferred Skills

• Experience with Atlassian Marketplace apps such as ScriptRunner, Temo Timesheets, Xray, Zephyr or similar automation/configuration tools.
• Exposure to Atlassian Rovo, including AI-powered search, chat, agents, knowledge discovery, and adoption enablement across Jira, Jira Service Management, and Confluence.
• Knowledge of APIs, webhooks, REST API usage, and third-party integrations.
• Scripting experience using Groovy, Python, or related technologies.
• Experience with Jira migrations, including cloud-to-cloud project or instance migrations.
• Atlassian certifications such as ACP-100 or ACP-420 are preferred but not mandatory.
• Familiarity with Agile delivery practices, DevOps workflows, CI/CD tool integrations, and enterprise service management models.

Reporting Relationships Senior Manager, Process Automation COE

There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.