Zira Specialist

We are looking for a dedicated and experienced ZIRA Specialist to support, administer, configure, and continuously improve the ZIRA platform in a managed services environment. The ideal candidate should have strong expertise in workflow configuration, incident resolution, application integration, reporting, governance, and stakeholder coordination. ZIRA/Jira administration, workflow configuration, automation, integration, reporting, SQL, REST APIs, ITSM processes, and L2/L3 application support.

• Administer, configure, and maintain the ZIRA platform to support business and operational requirements.
• Configure projects, issue types, screens, fields, workflows, schemes, permissions, notifications, dashboards, and reports.
• Provide L2/L3 application support in a managed services environment and ensure incidents and service requests are resolved within agreed SLAs.
• Own incident investigation, troubleshooting, workaround identification, root cause analysis, and permanent resolution.
• Monitor platform health, scheduled jobs, integrations, mail handlers, application logs, and interface queues.
• Troubleshoot workflow, permission, notification, user access, performance, data, and integration issues.
• Design and maintain automation rules to improve operational efficiency, consistency, and ticket lifecycle management.
• Support integrations with ServiceNow, monitoring tools, source-control platforms, collaboration tools, REST APIs, and other upstream/downstream systems, as applicable.
• Perform approved data corrections, bulk updates, imports, exports, reconciliation, and recovery activities with proper validation and audit controls.
• Support platform upgrades, patching, plugin/app assessment, configuration migration, change implementation, and post-deployment validation.
• Coordinate with infrastructure, database, security, middleware, vendor, and application teams to resolve cross-platform issues.
• Ensure role-based access, permission governance, audit readiness, data confidentiality, and compliance with organizational security standards.
• Prepare and maintain RCA documents, KEDB articles, SOPs, runbooks, configuration records, and operational documentation.
• Participate in major incident and war-room calls, providing clear technical analysis and regular stakeholder updates.
• Drive proactive problem management to identify recurring issues and implement preventive actions.
• Provide knowledge transfer, mentoring, and troubleshooting guidance to L1/L2 support teams.
• Work closely with business stakeholders to understand requirements and translate them into scalable platform solutions.
• Contribute to continuous service improvement, operational automation, reporting enhancement, and ticket reduction initiatives.
• Strong hands-on experience in ZIRA/Jira administration, configuration, workflow design, and application support.
• Good understanding of projects, issue types, workflows, custom fields, screens, schemes, permissions, notifications, dashboards, filters, and reports.
• Experience with automation, REST APIs, webhooks, scripting, integrations, and marketplace applications/plugins.
• Working knowledge of SQL, databases, log analysis, Linux/Windows environments, and application troubleshooting.
• Experience in ITSM/ITIL processes, including Incident, Problem, Change, Request, Knowledge, and SLA Management.
• Ability to analyze business requirements and translate them into secure, supportable technical configurations.
• Strong analytical, problem-solving, documentation, and root cause analysis skills.
• Excellent communication and stakeholder-management skills, with the ability to work independently and collaboratively in distributed teams.