Senior Atlassian Administrator in London

We are seeking a Senior Atlassian Administrator to own, evolve, and govern our Atlassian environment (Jira Software, Jira Service Management, Confluence and related tools) at scale. You will act as the subject‑matter expert for Atlassian and ITSM tooling, driving best practice, standardisation, and continuous improvement across multiple business units and locations. This role combines hands‑on administration with architecture, roadmap ownership and stakeholder leadership to ensure the platform underpins our collaboration, project delivery and service management capabilities.

Key Responsibilities

• Jira Service Management (JSM) – Strategy and Ownership
  • Own the end‑to‑end design and governance of Jira Service Management across the organisation, including project templates, queues, SLAs, request types, forms, workflows and automation rules.
  • Lead workshops with IT and business stakeholders to design and continuously improve ITSM processes (Incident, Request, Change, Problem, Service Catalogue) and ensure they are standardised and scalable.
  • Define and maintain a multi‑team service catalogue, customer portals, knowledge bases and email channels for multiple service teams, ensuring a consistent user experience.
  • Design and maintain robust issue security schemes, permission schemes and role‑based access models aligned to audit and regulatory requirements.
  • Translate ITIL and internal service management practices into a coherent JSM and Atlassian platform architecture, including templates, schemes and governance guardrails.
  • Own integrations between JSM and CMDB/asset management tools and knowledge systems (e.g. Insight/Assets, Confluence), ensuring data quality and process alignment.
  • Act as the senior point of contact for ITSM tooling, advising leadership on platform capabilities, best practice and roadmap trade‑offs.
  • Lead the configuration and lifecycle management of Jira Software and JSM, including global workflows, screens, custom fields, permission schemes, notification schemes and project templates.
  • Define and enforce governance standards for project creation, configuration and usage to minimise complexity and ensure scalability.
  • Design and implement advanced automation (Jira Automation, ScriptRunner, REST APIs) and integrations to streamline cross‑team workflows and reduce manual effort.
  • Mentor and support project admins and power users, establishing best practices and reusable patterns.
• Confluence Administration & Knowledge Management
  • Own the information architecture for Confluence, including global space templates, permission models, and page structures to support effective knowledge management.
  • Develop and maintain advanced macros, page layouts and blueprints to standardise documentation across product, engineering and operations teams.
  • Champion the integration of Confluence with Jira, Slack and other collaboration tools, driving adoption and content quality.
• Reliability, Maintenance & Operational Excellence
  • Take accountability for the stability, performance and capacity of the Atlassian Cloud environment, including monitoring, housekeeping, maintenance windows and change planning.
  • Oversee updates, app lifecycle (installations, renewals, rationalisation) and backup/restore practices in line with internal policies.
  • Act as Tier 3 expert support for complex Jira and Confluence issues, guiding junior admins and support teams through resolution.
• Integrations, Extensions & Automation
  • Own and manage key integrations with Slack, GitHub, Bitbucket, Azure DevOps, identity providers (SAML/SSO) and other internal systems.
  • Evaluate, select and govern third‑party Marketplace apps, running PoCs, risk assessments and adoption plans.
  • Partner with development, DevOps and security teams to design automated workflows, CI/CD integrations and improved tooling usage.
  • Lead the enablement of Agile at scale using Jira Premium (Advanced Roadmaps, capacity planning, cross‑project boards), including training and coaching of delivery teams.
• Governance, Security & Compliance
  • Define and maintain governance frameworks, configuration standards and documentation across all Atlassian products.
  • Implement and oversee access controls, data retention policies and audit trails to meet internal and external compliance requirements.
  • Collaborate with security and IAM teams to design and maintain secure SSO, group management and least‑privilege access patterns.
• Reporting, Insights & Stakeholder Management
  • Design and maintain executive‑level and operational dashboards and reports for portfolio tracking, team performance, SLA/OLA compliance and continuous improvement.
  • Partner with business and technical stakeholders to understand reporting needs and translate them into robust Jira and Confluence reporting solutions.
  • Present platform health, usage metrics, and roadmap updates to IT leadership and key stakeholders.

Qualifications and experience

• 5–7 years of hands‑on experience administering Jira and Confluence in a complex business or enterprise environment, ideally across multiple teams and geographies.
• Deep understanding of Jira Software and JSM workflows, schemes, custom fields, filters, dashboards and automation capabilities at scale.
• Proven experience with Atlassian Cloud, including org‑level administration, security controls and app management.
• Strong scripting/automation skills using Jira Automation and at least one of ScriptRunner, REST APIs or similar tooling.
• Demonstrable experience designing and rolling out ITSM processes using Jira Service Management.

Preferred

• Atlassian certifications (e.g. ACP‑100, ACP‑120, ACP‑420/ACP‑520 or equivalent) or demonstrable equivalent expertise.
• Formal ITIL training or certification and experience working within ITIL‑aligned environments.
• Experience leading small teams or mentoring other admins / power users.