Job Title: Jira & Confluence Administrator + L2/L3 Support Engineer
Location: Stevenage, UK (Hybrid)
Employment Type: Permanent
Eligibility: Only UK Citizens with Current or Previous UK SC (Security Check) Clearance
About the Role
We are seeking an experienced Jira & Confluence Administrator with strong L2/L3 Application Support expertise to manage, administer, and support Atlassian collaboration platforms within a secure enterprise environment. The successful candidate will be responsible for the administration, maintenance, customization, and operational support of Jira and Confluence while ensuring high availability, optimal performance, and adherence to ITIL service management processes.
This role requires close collaboration with business stakeholders, development teams, infrastructure, security, and DevOps teams to deliver a stable, secure, and scalable Atlassian ecosystem.
Key Responsibilities
- Administer, configure, and maintain Jira Software, Jira Service Management (JSM), and Confluence.
- Provide L2/L3 technical support for Jira and Confluence platforms, resolving incidents, service requests, and problems.
- Perform root cause analysis (RCA) and implement permanent fixes for recurring issues.
- Configure projects, workflows, issue types, custom fields, screens, permissions, notification schemes, and automation rules.
- Manage user access, groups, roles, and permissions in accordance with security policies.
- Create and maintain dashboards, reports, filters, and Confluence spaces/templates.
- Support plugin installation, upgrades, configuration, and lifecycle management.
- Plan and execute platform upgrades, patches, and maintenance activities with minimal business disruption.
- Monitor system health, availability, and performance, proactively identifying issues.
- Integrate Jira and Confluence with enterprise tools such as Azure DevOps, Active Directory, Microsoft Teams, Git repositories, CI/CD platforms, and other business applications.
- Collaborate with infrastructure, security, and development teams to resolve complex technical issues.
- Ensure compliance with ITIL processes, change management, and security governance.
- Produce and maintain technical documentation, knowledge articles, SOPs, and operational runbooks.
- Participate in major incident management and on-call support when required.
Required Skills & Experience
- 5–15 years of overall IT experience.
- Strong experience administering Jira Software, Jira Service Management (JSM), and Confluence.
- Proven experience providing L2/L3 application support in enterprise environments.
- Strong knowledge of Jira workflows, schemes, custom fields, permissions, automation, and reporting.
- Experience managing Confluence spaces, templates, permissions, and collaboration features.
- Hands-on experience with Atlassian Marketplace plugins and integrations.
- Good understanding of REST APIs and Atlassian integrations.
- Experience with user management, LDAP/Active Directory integration, and SSO.
- Strong troubleshooting and root cause analysis skills.
- Experience working within ITIL/ITSM environments.
- Familiarity with incident, problem, change, and release management processes.
- Experience supporting business-critical applications with defined SLAs.
- Excellent communication and stakeholder management skills.
Preferred Skills
- Experience with Atlassian Data Center administration.
- Knowledge of ScriptRunner, Automation for Jira, Insight/Assets, Tempo, or similar Atlassian plugins.
- Experience integrating Jira with Azure DevOps, GitHub, GitLab, Jenkins, or other CI/CD tools.
- Basic scripting knowledge (Groovy, PowerShell, Python, or Bash).
- Familiarity with Agile, Scrum, and SAFe methodologies.
- Experience in secure or highly regulated enterprise environments.
- Atlassian Administration certifications would be advantageous.
Essential Competencies
- Strong analytical and problem-solving abilities.
- Excellent customer service and communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong documentation and knowledge management skills.
- Collaborative approach with cross-functional teams.
- Ability to work independently with minimal supervision.
Mandatory Requirements
- Current or Previous UK SC (Security Check) Clearance.
- Only UK Citizens are eligible for this role.
- Willingness to work in a hybrid model from Stevenage, UK.
What We Offer
- Opportunity to work within a secure, enterprise-scale environment.
- Exposure to large-scale Atlassian platform administration.
- Career progression aligned to Senior Associate Consultant / Senior Consultant grades.
- Collaborative and technically challenging projects.
- Competitive salary and comprehensive employee benefits.
Pay: £65,000.00-£85,000.00 per year
Work Location: Hybrid remote in Stevenage
