JIRA Developer

JOB TITLE: Jira Developer (Jira Service Management - JSM)

REPORTS TO

TITLE:

Product Manager

BUSINESS FUNCTION/ SUB-FUNCTION: MD Office / IT Systems

LOCATION: Manchester or Leeds

The Jira Developer is responsible for managing, configuring, and maintaining GBS’s Jira Service Management (JSM) platform. This role ensures the system supports business and IT service processes efficiently, aligns with ITIL standards, and enables continuous improvement across GBS operations.

• Design, configure, and maintain Jira Service Management workflows, fields, forms, and automation rules.
• Develop and maintain business rules, scripts, and APIs to support process automation and integration.
• Integrate Jira Service Management with other enterprise tools and systems through APIs.
• Ensure platform stability, security, and compliance with organizational policies.

• Collaborate with stakeholders to gather requirements and translate them into technical solutions.
• Administer user accounts, roles, and permissions within JSM.
• Implement and support ITIL-based processes:
  Incident, Problem, Change, and Service Request Management.
• Oversee and manage the incident management process within the ITSM platform.
• Manage change control processes, ensuring updates are documented, tested, and deployed with minimal disruption.
• Maintain accurate IT asset data and track hardware and software lifecycle using Jira’s asset management capabilities.

• Analyse data to identify trends and recommend process or system improvements.
• Provide insights and recommendations for continuous improvement.
• Provide user support, guidance, and training on Jira Service Management features.
• Promote collaboration and knowledge sharing within the GBS support service.

• Bachelor's degree in Information Technology, Computer Science, or relevant experience in related field.
• Demonstrable experience administering or developing within JSM or other ITSM tools (e.g., Service Now, BMC Remedy, Fresh Work) or similar.
• Strong understanding of ITIL processes and ITSM best practices.
• Strong technical skills around APIs and related automation.
• Knowledge of AI tools, frameworks, governance, and ITSM best practices and industry standards.
• Excellent problem‑solving skills and attention to detail.
• Strong written and verbal communication skills.
• Effective stakeholder and solution management.

• ITIL Foundation Certification, Atlassian Certified Professional, Jira Certified Developer.

• Salary dependent on experience
• 25 days annual leave, plus 8 public holidays
• 1 day extra leave per year of service, up to a maximum of 5 days
• Workplace pension scheme
• Tuition reimbursement for career development courses
• Flexible benefits: cycle to work, workplace nursery, tech scheme and more
• Perks@Work discounts platform, wellbeing centre and more
• Reward and recognition programme
• £500 reward employee referral scheme
• Discretionary annual performance bonus