Jira Administrator & Support Analyst

Role PurposeGargash Group represents some of the world’s most prestigious automotive and luxury brands. The group has standardised on Atlassian Jira as the workflow and collaboration platform underpinning procurement, marketing demand, HR processes, pre-delivery inspection, after-sales operations, and a number of brand-level project workflows.This is a new role within Gargash Group Technology (GGT), created to bring the Jira platform fully under GGT governance, provide dedicated day-to-day administration and support, and unlock the platform’s value as a single, group-wide workflow backbone.The role holder will be the named technical owner of the Jira estate — responsible for platform configuration, user provisioning, workflow design, automation, integrations, vendor management, and end-user support. The role will work closely with business stakeholders across procurement, marketing, HR, sales, and after-sales to ensure Jira is configured to support real business outcomes rather than ad-hoc, fragmented usage.This is a hands-on individual contributor role within the Applications Support function. Success in this role is measured by platform stability, user satisfaction, and the demonstrable consolidation of business workflows onto a single, well-governed Jira instance.Scope of PlatformAtlassian Jira Software, Jira Service Management, and Confluence — cloud and any retained on-premise components.All Jira projects across business units, including procurement and tendering workflows, marketing demand intake, HR processes, pre-delivery inspection (PDI), after-sales workflows, and brand-specific service-management instances.Marketplace apps, plugins, and integrations — including Power BI reporting connectors, single sign-on (SSO) integration with the group identity provider, and any approved third-party automation tools.The direct vendor relationship with Atlassian following the planned re-papering of the contract away from the previous reseller channel.Key ResponsibilitiesPlatform AdministrationOwn day-to-day administration of the Jira and Confluence estate — user provisioning and deprovisioning, permission schemes, project configuration, workflow design, screen schemes, custom fields, and notification schemes.Maintain platform hygiene — retire unused projects, archive stale data, consolidate duplicate workflows, and keep the global configuration set defensibly small.Design and maintain Jira automation rules to reduce manual effort and enforce process discipline.Manage marketplace apps and integrations, including security review, licensing, version upgrades, and decommissioning of unused add-ons.Maintain Jira’s integration with Power BI and any other approved reporting layer, ensuring data flows are reliable and access is properly governed.Coordinate Atlassian product upgrades, change windows, and any cloud-migration activity in line with GGT change management standards.User Support & Service DeliveryAct as Level 2 support for all Jira and Confluence-related tickets escalated from the Service Desk — triage, diagnose, resolve, and document.Maintain a knowledge base of common how-to articles, project templates, and self-service resources to reduce avoidable ticket volume.Deliver onboarding training and refresher sessions to project owners, business administrators, and power users across the group.Support business units in designing new workflows or service projects — capture requirements, propose a fit-for-purpose configuration, build, test, and hand over.Maintain a backlog of platform enhancement requests, prioritised against business value and operational risk.Governance, Security & LicensingMaintain the authoritative inventory of Jira projects, owners, user counts, and license consumption — published to GGT leadership on a regular cadence.Run periodic access reviews with project owners to remove dormant users, retire orphaned projects, and right-size licence allocation.Ensure all Jira configuration changes follow GGT change-management standards, with appropriate approval, testing, and rollback paths.Support the Cybersecurity function on platform security posture — SSO enforcement, MFA, audit logging, data residency, and any vulnerability findings.Own the operational relationship with Atlassian — raise and track support cases, manage renewal data, and coordinate with Procurement on the annual contract cycle.Workflow Consolidation & Group ValueWork with business stakeholders — procurement, marketing, HR, sales, after-sales — to identify opportunities where existing manual or shadow-IT workflows can be consolidated onto Jira.Bring discipline and consistency to how workflows are designed across business units, while respecting genuine differences in operating model.Avoid over-engineering — the platform should solve real business problems with the simplest configuration that works, not the most elaborate one.Support the Head of Applications and Group Head of Technology on any future strategic review of the Jira platform, including alternative or complementary tooling assessments.Person SpecificationEssential RequirementsMinimum 5 years of hands-on experience administering Atlassian Jira and Confluence in a multi-team or multi-business-unit environment.Demonstrable expertise in Jira project configuration, workflow design, permission schemes, automation rules, and JQL.Experience administering Jira Service Management (incident, request, change) and configuring service projects for business teams.Working knowledge of Atlassian Cloud administration, identity integration (SSO/SCIM), and marketplace app governance.Proven track record providing Level 2 application support — ticket triage, root-cause investigation, user-facing resolution, and clear written communication.Experience working with reporting and analytics layers (Power BI, Tableau, or equivalent) connected to Jira data.Strong written and verbal communication skills in English.Desirable RequirementsAtlassian Certified Professional credentials (ACP-100, ACP-120, or equivalent).ITIL Foundation certification or equivalent service-management grounding.Experience in automotive, retail, or diversified conglomerate environments.Previous experience in the UAE / GCC region.Familiarity with procurement, demand-management, or PMO workflows.Light scripting ability (Groovy, ScriptRunner, REST API, Python) for advanced automation.