Atlassian Cloud Apps Administrator at Giacom in Prudhoe, England, GB

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform. Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.

We are seeking an Atlassian Administrator to work alongside our Head of Platform Operations and to own, evolve, and govern our Atlassian Cloud Apps (Jira Software, Jira Service Management, Confluence, Jira Product Discovery, and related tools). You will act as the subject-matter expert for Atlassian and ITSM tooling, driving best practice, standardisation, and continuous improvement across multiple business areas.

This role combines hands-on administration with architecture, roadmap ownership and stakeholder engagement to ensure the platform underpins our collaboration, project delivery and service management capabilities.

Responsibilities & Accountabilities

• Own the end‑to‑end design and governance of Jira Service Management across the organisation, including project templates, queues, SLAs, request types, forms, workflows and automation rules.

• Engage with business stakeholders around continuous improvement of ITSM processes (Incident, Request, Change, Problem, Service Catalogue) and ensure they are standardised and scalable.

• Lead the configuration and lifecycle management of Jira Software, Jira Product Discovery, and JSM, including global workflows, screens, custom fields, permission schemes, notification schemes and project templates.

• Define and enforce governance standards for project creation, configuration and usage to minimise complexity and ensure scalability.

• Take accountability for the stability, performance and capacity of the Atlassian Cloud environment, including monitoring, housekeeping, maintenance windows and change planning.

• Provide support for Atlassian issues through to resolution.

• User management for Atlassian apps.

  Own and manage key integrations with internal systems.

• Evaluate, select and govern third‑party Marketplace apps, running PoCs, risk assessments and adoption plans.

• Partner with development, DevOps and security teams to design automated workflows, CI/CD integrations and improved tooling usage.

  Define and maintain governance frameworks, configuration standards and documentation across all Atlassian products.

Skills, Qualifications, and Experience

Essential skills:

• Proven, hands‑on experience administering Atlassian Apps in a complex business or enterprise environment, ideally across multiple teams.
• Deep understanding of Jira Software and JSM workflows, schemes, custom fields, filters, dashboards and automation capabilities.
• Proven experience with Atlassian Cloud, including org‑level administration, security controls and app management.
• Strong scripting/automation skills using Jira Automation and REST APIs or similar tooling.
• Demonstrable experience designing and rolling out ITSM processes using Jira Service Management.

Desirable skills:

• Atlassian certifications (e.g. ACP‑100, ACP‑120, ACP‑420/ACP‑520 or equivalent) or demonstrable equivalent expertise.

What's in it for you?

• Hybrid working
• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.