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Job description
Founded in 2001, Optima Global Solutions Inc., brings over 2 decades of experience and expertise in facilitating IT transformation within industries ranging from higher education and government to manufacturing and financial services. Sporting scalable and diverse business solutions expertise along with deep-domain based resourcing capabilities, Optima has a specialization in Automation and AI, Strategic Staffing and Custom Solutions Development, focusing on the core pillars of process, people, strategy and transformation.
We are hiring for the following position:
Jira Administrator & Tier 1 Support Analyst (SDLCNext)
This is a Remote work opportunity; preferred candidate should have the ability to be in person Washington, D.C. and Rosslyn, VA as required.
POSITION SUMMARY
The Architecture & Service Excellence (A&SE) SDLCNext Support Tier 1 Helpdesk and Jira Admin supports data tracking, reporting, and execution visibility across DHMS initiatives. This role helps leadership clearly understand what work is underway, what is on track, and where risks or delays may exist.
The position blends Tier 1 helpdesk support with platform enhancement work. Tier 1 Helpdesk and Jira Administrator ensures that service requests, enhancement requests, and incident reports are triaged and handled in a timely manner. The Jira Administrator also liaises with customers to understand and diagnose issues, as well as build out solutions.
This role works closely with program leadership, government counterparts, product owners, and delivery teams.
JOB RESPONSIBILITIES
Provide Tier 1 support for SDLCNext platform (Jira, Confluence, JSM), ensuring timely resolution of incidents and service requests
Administer and maintain the SDLCNext platform, including configuration, user management, and workflow optimization
Troubleshoot and resolve issues related to Jira configurations, plugins, and integrations
Develop and maintain custom scripts and automation workflows in Jira to streamline operations and enhance system functionality
Build, maintain, and validate data sets used for dashboards, metrics, and leadership reporting
Manage JIRA data and reporting, including backlogs, sprints, epics, story status, and dependencies
Pull and analyze JIRA data to support sprint planning, retrospectives, and leadership briefings
Track issues, blockers, and dependencies and ensure they are visible to leadership
Document processes, configurations, and scripts to support knowledge sharing and operational continuity
BASIC JOB REQUIREMENTS
Experience supporting Tier 1 service operations and execution tracking for within the Atlassian tool suite (Jira, Confluence, JSM) in a federal or large-scale enterprise environment
Strong experience working with Jira in an Agile or mixed Agile environment, including backlog, sprint, epic, and dependency management
Hands‑on scripting and automation experience in Jira (e.g., ScriptRunner/Groovy, Jira Automation, JQL, REST APIs) to streamline workflows and reporting
Ability to organize, analyze, and explain work progress using Jira data and reports; build and validate datasets for dashboards and leadership updates
Experience working with multiple stakeholders, including program leadership, engineering teams, service desks, and government counterparts
Strong attention to detail and commitment to data accuracy, configuration governance, and permission integrity
Ability to manage multiple tasks and priorities simultaneously; triage tickets, maintain SLAs, and meet reporting deadlines
Prior experience with DHMS, DHA, or similar federal programs is preferred but not required
KEY COMPETENCIES
Tier 1 helpdesk mindset: disciplined triage, SLA adherence, and customer-service excellence
Advanced Jira administration and JQL skills; proficiency with Jira Automation and ScriptRunner/Groovy
Clear grasp of Agile practices (backlogs, sprints, epics, dependencies) and maintaining board hygiene
Strong troubleshooting across configurations, plugins, and integrations; quickly isolate root causes and implement fixes
Ability to translate technical details and execution status into plain-language updates for leadership and stakeholders
Governance and security awareness, including permission integrity, configuration standards, change control, and thorough documentation
Proactive identification of blockers, dependencies, and risks; drive visibility and resolution across teams
Effective time management and adaptability in dynamic environments; balance support, enhancements, and stakeholder requests
Interested candidates, please apply online with a detailed resume and contact information.
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Worksite address
workfromhome, DC, 20022, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.