JIRA Service Desk Administrator

Introduction

Maryland Benefits (MD Benefits) is a dynamic, cloud-based platform. This enterprise-wide digital service allows organizations to build, test, host, operate, and integrate mission-driven applications, data, and emerging technologies. MD Benefits offers cloud-based Platform-as-a-Service (PaaS) capabilities, a shared data architecture, and product development services, all developed by the State of Maryland to help multiple agencies deliver and manage health, human, and social service benefits and programs. On July 1, 2025, the operation of the MD THINK shared platform and statewide applications transitioned from the Department of Human Services (DHS) to the Department of Information Technology (DoIT).

***This is a contractual position, with limited benefits***

***All hires need to be eligible to work in the U.S., either as a U.S. Citizen or those who have a Permanent Resident or green card as the state of Maryland does not have the ability to sponsor employees***

***Applicants are required to submit an up-to-date and accurate resume.***

Main Purpose

We are looking for an experienced JIRA Service Desk Administrator to own and manage our Atlassian JIRA Service Management platform. In this role, you will be responsible for the configuration, maintenance, and continuous improvement of our IT Service Management (ITSM) tool. You will work closely with IT and business stakeholders to translate their needs into effective solutions within JIRA, ensuring our service desk operations are efficient, user-friendly, and aligned with industry best practices.

Position Duties

• Platform Configuration: Design, customize, and configure JIRA Service Management projects, including request types, complex workflows, screen schemes, custom fields, permissions, and notifications.
• Automation and SLAs: Develop and manage automation rules to streamline support processes. Configure and maintain Service Level Agreements (SLAs) to meet business and operational requirements.
• System Administration: Manage user accounts, groups, and permissions. Perform platform upgrades, install and configure apps (add-ons), and ensure the overall health, security, and performance of the JIRA environment.
• User Support and Training: Act as the primary technical contact for all JIRA-related issues and support requests. Create and maintain documentation and provide training to end-users and support agents to encourage best practices.
• Stakeholder Collaboration: Collaborate with IT leadership, technical teams, and business units to gather requirements, recommend solutions, and implement changes that enhance the service management platform.
• ITSM Process Alignment: Ensure JIRA configurations align with ITIL/ITSM frameworks for processes like incident management, change management, problem management, and service requests.

Minimum Qualifications:

Experience:
A minimum of 3-5 years of hands-on experience as a JIRA Administrator, with a strong focus on JIRA Service Management (formerly JIRA Service Desk).

Technical Skills:

• Deep understanding of all JIRA administrative functions, including schemes, workflows, and user management.
• Proficiency in creating and managing automation rules and SLAs.
• Experience with JIRA Query Language (JQL) for reporting and filtering.
• Familiarity with ITIL/ITSM principles is highly desired.

Certifications:

• Atlassian certifications (e.g., ACP-JSD, ACP-JA) are a significant plus.
• Core Competencies:
• Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
• Excellent communication and interpersonal skills to effectively collaborate with stakeholders at all levels