Program Analyst / Jira Support Analyst

Salary: $72,000 - 112,000 per year Requirements:

• Experience in an analyst role, preferably supporting a technical program or platform
• Working knowledge of Jira, including ticketing, permissions, and workflows
• Strong written and verbal communication skills
• Ability to clearly document processes for end users
• Comfort handling support requests and prioritizing tickets
• Experience configuring Jira automation rules
• Familiarity with Jira administration, including project setup, permission schemes, and workflow schemes
• Prior experience in Tier 1 support or a help-desk role
• Experience with Confluence or other Atlassian tools
• ScriptRunner experience, including custom scripts, advanced automation, and listeners or behaviors
• API experience, including the Jira REST API and integrations with other enterprise tools
• Experience supporting Jira at scale across large organizations, business units, or programs

• Support program operations through data tracking, reporting, and process documentation
• Work with program stakeholders to identify and resolve operational issues
• Contribute to program-wide process improvement initiatives
• Prepare status updates, dashboards, and reports as needed
• Monitor and respond promptly to incoming Jira support tickets
• Answer user questions about Jira functionality, navigation, and best practices
• Manage user permissions and access requests
• Configure and maintain basic workflows within Jira projects
• Support basic Jira automation rules for ticket routing, notifications, and status transitions
• Create and maintain documentation for Jira processes, workflows, and standard operating procedures
• Escalate complex technical issues to Tier 2 or administrator support when needed

• API
• Atlassian
• Confluence
• Support
• JIRA
• REST

More:

We are HTC Global Services, and we are seeking a Program Analyst with Jira support experience to help with program operations, reporting, process improvement, and Tier 1 Jira support. The role supports stakeholders by managing Jira-related requests, maintaining documentation, and improving operational efficiency. At HTC Global, you will collaborate with experts and clients as part of high-performing teams, with opportunities for long-term career growth and development in emerging technologies. Our comprehensive benefits may include medical, dental, and vision coverage; paid time off and holidays; 401(k) matching; life and disability insurance; professional development; wellness programs; and other perks. We are committed to an inclusive workplace free from discrimination and harassment, where people are treated with dignity and respect and diverse perspectives are valued.

last updated 40 week of 2026