JIRA End User Support Specialist

Job Description

This resource will own the end user experience for 4,500 Jira users. The resource will also lead end user change communications and training as the Jira redesign is rolled out.

• 3+ years in a Jira end user support, adoption or training role
• Strong facilitation and training delivery skills — comfortable presenting to technical and non-technical audiences
• Solid Jira Software and Jira Service Management end user knowledge
• Experience in agile environments — Scrum and Kanban coaching experience preferred
• Strong written and verbal communication skills
• Experience managing a helpdesk or service desk function
• Familiarity with change management communication best practices

• Design and deliver Jira and Agile training programmes — onboarding, refresher and advanced sessions
• Manage the CoE service desk queue — triage, resolve and elevate user requests
• Drive Jira adoption across the organisation — track metrics, identify low-adoption teams and run targeted engagement campaigns
• Handle minor enhancement requests — custom views, filters, basic board configurations and simple dashboards within approved standards
• Lead end user change communications and training for each phase of the Jira redesign rollout
• Produce and maintain self‑service training materials — guides, videos and FAQs