ITSM JIRA Administrator

Information Technology | Montréal, Québec, Canada


Job summary:

  • As a member of the IT Organisation and IT Service Management team, you will play a key role in supporting and developing the Atlassian ecosystem.
  • You will work closely with the ITSM Solutions team and the Process Management team, to ensure an optimum implementation of the tools stack.


Primary duties:

  • Support and maintain the tools for the Service management processes (IT and Enterprise).
  • Creation and management of custom, complex projects, workflows, custom fields, dashboards and reports.
  • Gather requirements for business processes and determine ways to optimize/improve Atlassian tools and environments.
  • Maintain and improve projects, configuration and permissions while working in a JIRA Data Center 8+ environment.
  • Maintain and improve space and permissions while working in a Confluence Server 7+ environment.
  • Provide good practices and suggestions for the implementation design of Service management existing projects (IT and/or Enterprise level).
  • Manage, evaluate and administer Atlassian Cloud apps (formerly called add-ons).
  • Determine ways to optimize/improve Jira process workflows, as well as identify where functionality can/cannot meet user requests.
  • Collaborate on the backend support of the Atlassian environments, and coordinate application maintenance and upgrades.
  • Communicate complex technical concepts clearly to customers.
  • Communicate and share knowledge with customers.
  • Provide user and administration documentation and training.
  • Test new versions of the apps to ensure compatibility and continuity of the current processes (i.e., no upcoming issues, blockers).


Experience and qualifications:

  • Proven track record of administrating an Atlassian suite, with Confluence and JIRA (ideally 500+ users).
  • Skills to develop solutions for integration with other tools, automate manual processes, data migration routines and extract data for reporting and analytics purposes.
  • Advanced knowledge of Atlassian architecture, focussing on JIRA, Jira Service Desk and Confluence with a deep understanding of modularized workflows, permission schemes, notification schemes, screens schemes.
  • Experience with other, competitive or alternative collaboration tools, nice to have.


Advanced knowledge of the following:

  • Jira Service Management.
  • Data Center versions of JIRA (clustering).
  • Functional optimisation for JIRA and Confluence.
  • Workflows, issue security and board set-up.
  • Permission access for both JIRA and Confluence.
  • Service Management Processes (Incident, problem, request, change…).


Experience with Atlassian Apps:

  • Email this Issue (JETI).
  • Script Runner.
  • EazyBI
  • Time to SLA.
  • Refined.
  • StatusPage


Interpersonal skills:

  • Excellent verbal and written communication skills.
  • Must have strong work ethic with good time management skills.
  • Ability to work in a dynamic environment.
  • Good presentation and training delivery skills.


Other requirements:

  • + 3 years of similar experience.
  • Strong team player with excellent customer service skills.
  • Strong analytical skills.
  • Ability to liaise and communicate with all levels of internal/external users and offer solutions and advice clearly and appropriately.
  • Proactive and motivated.
  • Work experience in the gaming industry.


Motivation and interests:

  • Keeps up to date on technology and industry trends.
  • Video games.

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