Senior Jira Administrator

Job Description

The Gurugram office of CIP Fund Solutions supports fund management, investment activities and integrated business services across the CIP platform. This office combines local presence with close integration across a global organization. It supports specialist delivery across functions and contributes to scalable, high-quality execution.

You will work closely with colleagues in Copenhagen, Chicago, Singapore, and London, and report directly to the Global Head of IT Service Desk in Copenhagen. This requires independent ownership of tasks, following shared global ways of working, and active contribution to documentation and knowledge sharing.

Role

As a Senior Jira Administrator, you will have the configuration, maintenance and continuous improvement of Jira Service Management and Confluence for the global IT support function. You will ensure workflows, queues, request forms, fields, automations, SLAs, dashboards and reporting support stable, efficient and well-controlled service delivery.

The role requires a practical specialist who can translate operational needs from Service Desk, Business Central and ITSM process owners into effective tooling changes.

You work in a hybrid environment, spending three days per week in the office and two days remotely, while collaborating closely with colleagues and working daily with JSM.

Responsibilities will consist of but are not limited to

Jira Service Management configuration & administration

• Configure and maintain workflows, request types, forms, fields, screens, queues, SLAs and permissions.
• Maintain Jira projects, components, issue types, notification schemes, automation rules and user access.
• Support incident, request, change, problem, knowledge and service catalogue processes in Jira.
• Troubleshoot Jira/JSM issues, automation failures, access problems and workflow or reporting defects.
• Ensure configuration changes are tested, documented and aligned with global ways of working.

Automation, intake & self-service

• Improve routing, prioritization, categorization and SLA handling through automation and request forms.
• Strengthen Service Portal intake quality, request offerings and self-service options.
• Create practical Jira templates, forms, dashboards, knowledge links and user guidance.
• Reduce manual ticket handling and improve first-time-right ticket capture.
• Support integrations or data flows with related IT support tools where required.

Documentation, training & collaboration

• Document Jira configuration, admin procedures, changes and guidelines in Confluence.
• Train Service Desk, Business Central and support colleagues in correct Jira usage.
• Coordinate with Atlassian vendors or internal technical teams when platform issues require escalation.
• Support controlled improvement initiatives across Jira, Confluence and related ITSM tooling.
• Contribute to a consistent global support model through clear processes and practical tooling.

Proactive projects & continuous improvement

• Drive proactive improvement projects across Jira, Confluence and related ITSM tooling.
• Improve ticket categorization, mandatory fields, resolution notes, routing rules and reporting discipline.
• Develop automations that reduce manual effort and improve first-time-right ticket capture.
• Improve global support workflows, handovers, queue design, escalation paths and support templates.
• Identify automation, reporting and process improvement opportunities from ticket trends and stakeholder feedback.
• Support controlled rollout of new Jira features, process changes and service improvement initiatives.

You

We are looking for a motivated individual holding a relevant degree and a minimum of 5+ years of full-time experience in Jira administration, Jira Service Management (JSM) or ITSM Tooling. You have a role with previous experience working with enterprise ITMS tool beyond Jira/JSM, preferably Service Now.

Strong understanding of ITSM processes, especially incident, request, change, problem and knowledge management. Experience with Confluence, documentation practices, service catalogue setup and knowledge base structures.

We look for the following in a candidate

• Excellent English communication skills, both written and spoken.
• Strong cross-cultural experience working with stakeholders across different countries, time zones and working cultures.
• Structured, detail-oriented and comfortable translating business needs into practical Jira configuration.
• Comfortable working in an office-based role, with expected presence in the office five days a week.
• Experience with Atlassian Cloud administration, APIs, integrations, scripting or marketplace apps is a plus.
• Experience with Power BI reporting is a plus.
• ITIL certified and experienced with ITSM process implementation in a global support environment.
• Confident using JQL, reporting, dashboards and data quality checks to improve operational performance.

The process

Please apply online as soon as possible as applications will be processed on an ongoing basis. For questions related to the role, please reach out to our Talent Acquisition team at [email protected]. We do not include CV's and Cover Letters sent by email.

As we continue to improve our candidate experience, diversity and avoid unconscious bias, please avoid having a photo in your CV. We commit to an inclusive recruitment process and equality for all applicants.

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations and ownership.

CIP Fund Solutions' commitment to diversity and inclusion

CIP Fund Solutions is committed to securing a diverse and inclusive work environment where everyone feels respected and heard.

A diverse workforce allows CIP Fund Solutions to achieve results through different approaches and solutions to task execution and problem solving. We want all our employees to have equal opportunities for personal growth and career opportunities regardless of age, gender, sexual orientation, disability, religion, nationality, or ethnicity.