Jira Administrator

Senior Jira & Jira Align Administrator

This is a hybrid position located in San Jose, CA requiring 2 days a week in the office.

Cisco's Customer Experience (CX) team is one of the company's fastest-growing groups, dedicated to crafting outstanding digital experiences for our customers and partners wherever they interact with Cisco. The CX Platform is designed to meet the diverse needs of this team, applying cutting-edge technologies like advanced artificial intelligence to improve customer success. We are at the forefront of using modern, cloud-based technologies that keep us flexible and responsive in a constantly evolving market. As leaders in our field, CX helps customers get the most value from their Cisco experience, ensuring quick and impactful results. We are committed to delivering high-quality work promptly, making informed decisions based on data, and maintaining transparency, all while taking responsibility and ownership of our actions.

We are seeking a Senior Jira & Jira Align Administrator to own and evolve our Atlassian ecosystem end-to-end—including Jira Software, Jira Service Management (JSM), Confluence, and Jira Align. This role will architect scalable, well-governed solutions that connect strategy to execution across teams and portfolios. The ideal candidate combines platform administration with AI-driven automation, strong integration design, and excellent partner enablement to improve delivery flow, support outcomes, and executive visibility.

Your Impact

• Platform Ownership & Governance: Serve as primary administrator for Jira Software (Cloud or Data Center), Define and enforce, manage org-level settings, and establish sandbox vs. production practices and change control procedures
• Jira Align Administration & Scaled Agile Enablement: Configure and administer Jira Align, Maintain the Jira ↔ Jira Align connector, manage hierarchy mapping, Oversee PI cadences, sprints, value streams, OKRs, dependencies, risk ROAMing and support PI Planning and SAFe/LPM best practices, Own roadmaps, capacity planning, forecasting etc.
• AI & Automation: Design AI-assisted workflows, Build Jira/JSM automations & scripted solutions, and leverage tools for end-to-end orchestration
• Solution Architecture & Integrations: Architect integrations with DevOps tools, incident management, identity providers, CRM/ERP, and BI platforms, Evaluate, govern, and administer Marketplace apps, Define API/webhook patterns and deliver integration runbooks and monitoring
• ITSM & JSM Excellence: Implement JSM portals, request types, SLAs, queues, and knowledge integrations, Configure Assets/CMDB and Change/Incident/Problem workflows aligned to ITIL, and improve deflection and MTTR
• Data, Reporting & Insights: Deliver executive-ready dashboards, maintain data hygiene and Partner with Analytics to model Jira/Align data for BI tools (Power BI, Tableau)
• Reliability, Security & Scale Establish change management, Plan and complete migrations/consolidations/ major upgrades, and create various documentation
• Stakeholder Enablement: Convert business needs into scalable system designs; own platform enhancement roadmap, and deliver training

Minimum Qualifications

• Minimum of 8+ years administering Jira at scale (Cloud or Data Center)
• 2–4+ years administration experience with Jira Align including hierarchy design, PI cadence setup, and connector configuration
• Demonstrated success implementing AI/automation for service and delivery use cases
• Proficiency with Jira/JSM Automation, ScriptRunner (Groovy), REST APIs (Python/JavaScript), webhooks
• Solid understanding of SAFe or other scaled agile frameworks and ITIL practices
• Excellent communication, stakeholder management, documentation, and data/reporting mentality

Preferred Qualifications

• Atlassian Certifications: ACP-100/120 (Jira Administration), ACP-620 (Cloud)
• Jira Align/SAFe Certifications: Jira Align Program Admin, SPC, LPM, RTE, PO/PM
• Experience with Advanced Roadmaps, test management (Xray/Zephyr), and value stream metrics
• Experience integrating Atlassian with Power Platform, Workato, Zapier, or serverless functions
• Background in regulated environments (SOX, SOC 2, ISO 27001)