أخصائي ZIRA

We are looking for a dedicated and experienced ZIRA Specialist to support, administer, configure, and continuously improve the ZIRA platform in a managed services environment. The ideal candidate should have strong expertise in workflow configuration, incident resolution, application integration, reporting, governance, and stakeholder coordination. ZIRA/Jira administration, workflow configuration, automation, integration, reporting, SQL, REST APIs, ITSM processes, and L2/L3 application support. • Administer, configure, and maintain the ZIRA platform to support business and operational requirements. • Configure projects, issue types, screens, fields, workflows, schemes, permissions, notifications, dashboards, and reports. • Provide L2/L3 application support in a managed services environment and ensure incidents and service requests are resolved within agreed SLAs. • Own incident investigation, troubleshooting, workaround identification, root cause analysis, and permanent resolution. • Monitor platform health, scheduled jobs, integrations, mail handlers, application logs, and interface queues. • Troubleshoot workflow, permission, notification, user access, performance, data, and integration issues. • Design and maintain automation rules to improve operational efficiency, consistency, and ticket lifecycle management. • Support integrations with ServiceNow, monitoring tools, source-control platforms, collaboration tools, REST APIs, and other upstream/downstream systems, as applicable. • Perform approved data corrections, bulk updates, imports, exports, reconciliation, and recovery activities with proper validation and audit controls. • Support platform upgrades, patching, plugin/app assessment, configuration migration, change implementation, and post-deployment validation. • Coordinate with infrastructure, database, security, middleware, vendor, and application teams to resolve cross-platform issues. • Ensure role-based access, permission governance, audit readiness, data confidentiality, and compliance with organizational security standards. • Prepare and maintain RCA documents, KEDB articles, SOPs, runbooks, configuration records, and operational documentation. • Participate in major incident and war-room calls, providing clear technical analysis and regular stakeholder updates. • Drive proactive problem management to identify recurring issues and implement preventive actions. • Provide knowledge transfer, mentoring, and troubleshooting guidance to L1/L2 support teams. • Work closely with business stakeholders to understand requirements and translate them into scalable platform solutions. • Contribute to continuous service improvement, operational automation, reporting enhancement, and ticket reduction initiatives.

• Strong hands-on experience in ZIRA/Jira administration, configuration, workflow design, and application support. • Good understanding of projects, issue types, workflows, custom fields, screens, schemes, permissions, notifications, dashboards, filters, and reports. • Experience with automation, REST APIs, webhooks, scripting, integrations, and marketplace applications/plugins. • Working knowledge of SQL, databases, log analysis, Linux/Windows environments, and application troubleshooting. • Experience in ITSM/ITIL processes, including Incident, Problem, Change, Request, Knowledge, and SLA Management. • Ability to analyze business requirements and translate them into secure, supportable technical configurations. • Strong analytical, problem-solving, documentation, and root cause analysis skills. • Excellent communication and stakeholder-management skills, with the ability to work independently and collaboratively in distributed teams.