Helpdesk Support Administrator

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.

Jira Administrator & Tier 1 Support Analyst (SDLCNext)

This is a Remote work opportunity; 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.

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

Document processes, configurations, and scripts to support knowledge sharing and operational continuity

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

Ability to organize, analyze, and explain work progress using Jira data and reports; 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

Tier 1 helpdesk mindset: disciplined triage, SLA adherence, and customer-service excellence

Advanced Jira administration and JQL skills; Clear grasp of Agile practices (backlogs, sprints, epics, dependencies) and maintaining board hygiene

Strong troubleshooting across configurations, plugins, and integrations; 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; balance support, enhancements, and stakeholder requests

Interested candidates, please apply online with a detailed resume and contact information.

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