JIRA Application Specialist | Enterprise Applications | Hatfield (2 days office)
About us: Leading online retail into the future
Ocado Technology is powering the future of online retail across the globe through disruptive innovation and automation. Join us to create world-class systems at the intersection of robotics and IoT, cloud platforms, big data, machine learning, software development, and beyond.
We're constantly reinventing ourselves, learning fast, evolving our craftsmanship and taking risks as we strive to fulfil our mission to change the way the world shops.
We enable some of the world’s most forward-thinking retailers to do grocery online profitably, scalably and sustainably. Over the past two decades, we have developed a wide technology estate that includes robotics, AI and machine learning, simulation, forecasting and edge intelligence which all form part of our game changing ‘Ocado Smart Platform’ product.
We champion a value-led culture to get our teams working at their very best and to help create a collaborative working environment that our people love. Core values of Trust, Autonomy, Craftsmanship, Collaboration and Learn Fast help drive our innovative culture.
About the role:
We are seeking a highly skilled and motivated Atlassian JIRA specialist to run the administration of the tool within Ocado. As a JIRA Application Specialist, you will be responsible for the administration, configuration, and optimization of JIRA and related tools (JIRA Software, JIRA Service Management, Confluence, etc.). You will work closely with various teams to ensure the smooth functioning of our Atlassian tools, enabling efficient project management, workflow automation, and collaboration across the organization.
Roles and Responsibilities:
1. JIRA Configuration & Customization:
o Administer and configure JIRA Software, JIRA Service Management, and other Atlassian products to meet business requirements.
o Customize workflows, issue types, screens, permissions, and security schemes.
o Create and maintain project templates and custom fields to improve productivity.
2. User and Permissions Management:
o Manage user access, roles, and permissions across JIRA projects and applications.
o Monitor user accounts and provide support for user management activities.
3. Automation & Integrations:
o Design and implement automation rules to streamline processes and reduce manual effort.
o Integrate JIRA with third-party applications and services, ensuring smooth data flow and functionality.
4. System Maintenance & Upgrades:
o Perform regular updates and upgrades to ensure the latest features and security patches are applied.
o Troubleshoot and resolve issues related to JIRA applications, plugins, and integrations.
5. Monitoring & Reporting:
o Ensure the continuous availability, performance, and security of Atlassian tools.
o Plan and implement system upgrades, patches, and enhancements to maintain up-to-date systems.
o Monitor JIRA system health, performance, and security, identifying and resolving potential issues.
o Generate custom reports and dashboards to provide actionable insights for teams and management.
6. Support:
o Provide ongoing support to users, answering questions and resolving technical issues.
o Serve as the escalation point for complex technical issues related to Atlassian tools and integrations.
o Troubleshoot and resolve issues related to performance, security, user access, and configurations within Atlassian tools.
o Coordinate with internal teams to resolve escalated incidents and ensure timely resolution.
o Develop and maintain user documentation and knowledge base articles.
o Work with the training team on best practices and advanced JIRA features.
o Work closely with project managers, software developers, IT support, and other stakeholders to gather requirements and ensure JIRA is aligned with the business needs.
o Participate in system improvements and process optimizations.
7. Documentation & Reporting:
o Maintain detailed documentation for all configurations, integrations, and troubleshooting procedures.
o Generate regular reports and provide actionable insights on system performance, incident trends, and improvements.
o Develop knowledge base articles and training materials to assist end-users in utilizing Atlassian tools effectively.
What we’re looking for:
* In-depth knowledge of JIRA Service Management (ITSM), workflows, permissions, automation, and integration with other ITSM tools.
* Extensive experience with the administration, customization, and troubleshooting of Atlassian products.
* Hands-on experience with integrating Atlassian tools into larger IT ecosystems, including systems like ServiceNow, GitHub, or monitoring solutions.
* Experience in an IT support environment, particularly in managing incidents, problems, and requests.
* Familiarity with cloud-based Atlassian products and hybrid cloud environments.
* Strong analytical and troubleshooting skills with the ability to solve complex technical problems.
* Excellent communication skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
* Proven experience as a JIRA Application Specialist or in a similar role, with hands-on experience in the administration and configuration of JIRA Software, JIRA Service Management, and other Atlassian tools.
* Strong knowledge of JIRA workflows, permissions, issue types, custom fields, and other JIRA configurations.
* Experience with JIRA automation, scripting, and integrations (e.g., with Confluence, ServiceNow, Slack, etc.).
* Familiarity with system upgrades, patches, and troubleshooting.
* Strong analytical, problem-solving, and communication skills.
* Ability to work independently and in a team-oriented environment.
* An analytical thinker who can break down complex problems, define metrics and provide results in a clear and actionable way.
* Strong analytical and numerical skills, with attention to detail.
* Comfortable communicating with technical and non-technical senior management and key stakeholders.
* Self-driven, and proactive in identifying and resolving issues independently.
* Experience defining and measuring data quality.
* Atlassian Certified JIRA Admin (ACP-120) or Atlassian Certified JIRA Software Administrator (ACP-600) certification is highly desirable.
* Experience with DevOps practices and Agile methodologies (Scrum, Kanban).
* Knowledge of scripting languages such as Groovy, Python, or Shell scripting for advanced automation.
* Experience with cloud-based Atlassian products (Cloud vs. Server).
* Other knowledge of Atlassian products.
What do I get in return:
* Hybrid working (2 days in the office)
* 30 days work from anywhere globally
* Remote working for the month of August
* Wellbeing support through Apps such as Unmind and an Employee Assistance Programme
* 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase)
* Pension scheme (various options available including employer contribution matching up to 7%)
* Private Medical Insurance
* 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete)
* Train Ticket loan (interest-free)
* Cycle to Work Scheme
* Opportunity to participate in Share save and Buy as You Earn share schemes
* 15% discount on Ocado.com and free delivery for all employees
* Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary)
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