Jira Administrator

We are seeking an experienced and hands-on Jira Administrator to lead the implementation, configuration, and ongoing administration of our Jira and Jira Service Management (JSM) environments.

This role will be responsible for designing and building our Jira ecosystem from the ground up, establishing best practice frameworks, governance, and scalable ways of working that support both IT and the wider business.

Working closely with IT and business stakeholders, the successful candidate will analyse current processes, recommend improvements, and deliver a robust, user-friendly Jira environment that enables efficient service management and collaboration.

• What we need from you
• Design, configure, administer, and maintain Jira and Jira Service Management environments.
• Build and configure Jira projects, issue types, screens, schemes, permissions, and custom fields.

• Configure and optimise workflows for

• Service Requests
• Change Management
• Develop workflow automations to improve efficiency and reduce manual effort.
• Configure and maintain Service Level Agreements (SLAs).
• Design and implement a self-service portal within Jira Service Management.
• Build and maintain an asset management database.
• Process Design & Continuous Improvement
• Discover, document, and analyse current ways of working across IT and key business functions.
• Recommend and implement industry best practice processes using Jira and Jira Service Management.
• Develop onboarding and offboarding processes within Jira.
• Identify opportunities to simplify, standardise, and automate business processes.
• Drive continuous improvement of the Jira platform and associated processes.
• Governance & Reporting
• Develop and implement a Jira governance framework, including standards, controls, and administration processes.
• Define and document platform standards, naming conventions, workflows, and configuration principles.
• Create and maintain dashboards, reports, and performance metrics to support operational and management reporting.
• Ensure data quality, consistency, and platform integrity.
• Stakeholder Engagement & Enablement
• Build strong relationships with IT teams and business stakeholders to understand requirements and priorities.
• Act as the subject matter expert for Jira and Jira Service Management.
• Support, coach, and develop Jira Super Users across the organisation.
• Produce user guides, documentation, and training materials for both technical and non-technical users.
• Deliver user training and promote adoption of Jira best practices.
• Person Profile
• 3–5 years' hands-on experience administering Jira and Jira Service Management.
• Strong experience configuring Jira projects, workflows, issue types, permissions, schemes, custom fields, and automations.
• Experience implementing and administering Jira Service Management environments.
• Good understanding of IT Operations and IT Service Management (ITSM) processes, including Incident, Problem, Change, and Request Management.
• Experience creating dashboards, reports, and management information.
• Experience implementing governance and best practice standards within Jira.
• Proven ability to engage and influence stakeholders at all levels.
• Strong analytical and problem-solving skills.
• Experience supporting organisational change and driving user adoption.
• Experience implementing Jira from the ground up.
• Experience with Jira Assets (formerly Insight).
• Knowledge of Atlassian ecosystem products such as Confluence.
• ITIL Foundation certification or equivalent understanding of ITSM best practices.
• Why work for Waterstones

Waterstones is the cornerstone of bookselling across the UK and Ireland.

Joining Waterstones means being an active part in a success story that began in 1982, and books are as popular now as the day we started.

Trading across the UK, Ireland and Europe, we are present in over 300 shopping locations, where Waterstones continues to thrive, each year actively pursuing a programme of new bookshop openings.

Online at Waterstones. com, we meanwhile mirror the essence of our bookshops, further showcasing the unique enthusiasm and knowledge of our booksellers.

If you have the relevant essential experience and you are interested, we would love to hear from you.

Waterstones is committed to encouraging equity, diversity and inclusion in the workplace, and is dedicated toward eliminating unlawful discrimination.

Our aim is to be truly representative of all sections of society and our customers, and for each employee to feel fully respected and to be able to give their best.

Diversity Statement

At Waterstones, we are committed to creating a workplace that is fair and inclusive to people from all backgrounds, perspectives and experiences, and we strive to promote an inclusive work culture.

We are working hard to ensure our recruitment processes are free from bias, and our aim is to be truly representative of all sections of society and our customers, and for each employee to feel fully respected and able to give their best.

Reasonable Adjustments

We understand that some disabled applicants may, due to the nature of their disability, find some parts of the recruitment process challenging.

If you need any reasonable adjustments during any part of the interview process, please make these known either to your interviewer or the person you liaise with when setting up your interview.

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