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

ROLE PURPOSE:

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.

ROLE and RESPONSIBILITIES:

Configuration & Customisation:

• 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.

Operations & Process Management:

• 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.
• Ensure that changes are documented, tested, and implemented with minimal disruption.
• Maintain accurate IT asset data and track hardware and software lifecycle using Jira’s asset management capabilities.

Reporting & Continuous Improvement:

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

ESSENTIAL SKILLS and EXPERIENCE:

• 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. ServiceNow, BMC Remedy, FreshWork) or similar.
• Strong understanding of ITIL processes and ITSM best practices.
• Strong technical skills around API’s and related automation.
• Knowledge of AI Tools, Framework, governance, and ITSM best practices and industry standards.
• Excellent problem-solving skills and attention to detail.
• Strong written and verbal communication skills.
• Excellent communication skills and the ability to explain technical concepts to non-technical users.
• Effective stakeholder and solution management.

DESIRABLE SKILLS and EXPERIENCE:

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

What we offer:

• Time off that fits your lifestyle - 33 days' annual leave (including bank holidays), 1-day extra day of leave per year of service (up to 5 days), and Buy/Sell additional holidays (up to 5 days)

• Opportunities for growth - Tuition reimbursement for career development courses, wide variety of training courses and support with FHEA application

• Pension Scheme and Flexible Benefits (via salary sacrifice) - Cycle to Work, Workplace Nursery, Tech, Health, Dental and Life Assurance schemes, Women's Health scheme (via Hertlity) and much more

• Discounts, Perks and Employee Assistance: Perks@Work discounts platform, Employee Assistance Programme (EAP), discounted gym membership, eyecare vouchers and much more

• Reward for your impact - annual salary increase reviews, annual discretionary bonus, £500 award employee referral scheme

"I joined GBS in 2025 at a pivotal time in its journey towards excellence. Working to create the best learning environment for our students is a very exciting and rewarding exercise. Everyone in the organisation works together to make a huge difference to those who have not had access to higher education before.". -(Professor Peter Flew, Vice Provost).