Jira Administrator & Tier 1 Support Analyst

Jira Administrator & Tier 1 Support Analyst (Federal Health IT)

Location: Remote (ability to be onsite in Washington, DC / Rosslyn, VA as required preferred)
Employment Type: Full-Time
Reports To: Program Management Leadership, Architecture & Service Excellence

Overview

Agensys Corporation is seeking a Jira Administrator & Tier 1 Support Analyst to support a federal health IT program focused on improving execution visibility, delivery discipline, and leadership reporting across multiple initiatives.

This role blends Tier 1 service desk responsibility with hands-on Jira administration and platform enhancement work. The successful candidate will be comfortable owning incoming service requests, triaging issues, and maintaining SLAs, while also configuring Jira workflows, automations, dashboards, and reports that help leadership clearly understand what work is underway, what is on track, and where risks exist.

This position works closely with program leadership, government counterparts, product owners, and delivery teams in a fast-moving, multi-stakeholder environment.

Key Responsibilities

Tier 1 Support & Service Operations

• Provide Tier 1 support for an enterprise Jira-based platform (Jira, Confluence, Jira Service Management), ensuring timely triage and resolution of incidents and service requests
• Serve as the first point of contact for user issues, enhancement requests, and access needs, balancing responsiveness with configuration governance
• Maintain ticket queues, meet SLAs, and ensure issues are accurately documented and resolved or escalated as appropriate
• Communicate clearly with users and stakeholders regarding status, next steps, and resolution timelines

Jira Administration & Platform Management

• Administer and maintain Jira configurations, including workflows, fields, permissions, screens, and schemes
• Troubleshoot and resolve Jira issues related to configurations, plugins, integrations, and data integrity
• Implement and maintain Jira automation and scripting to streamline workflows, reduce manual effort, and improve data quality
• Ensure configuration changes follow established governance and change control practices

Data, Reporting & Execution Visibility

• Build, maintain, and validate datasets used for dashboards, metrics, and leadership reporting
• Manage Jira data related to backlogs, sprints, epics, stories, dependencies, and delivery status
• Pull and analyze Jira data to support sprint planning, retrospectives, and executive briefings
• Proactively surface blockers, risks, and dependencies and ensure visibility to leadership

Documentation & Continuous Improvement

• Document configurations, workflows, automations, and support processes to ensure continuity and repeatability
• Identify opportunities to improve platform usability, reporting clarity, and execution discipline
• Partner with product owners and delivery teams to translate operational needs into Jira solutions

What Success Looks Like in This Role

Successful candidates typically have:

• Hands-on responsibility for Tier 1 Jira support, not just project-level Jira usage
• Direct experience administering Jira in an Agile or mixed Agile environment
• Comfort working with JQL, Jira Automation, scripting, and APIs to improve workflows and reporting
• The ability to explain delivery status and execution risks in plain language to leadership
• Strong discipline around data accuracy, board hygiene, and permission integrity

Required Qualifications

• Experience providing Tier 1 support within the Atlassian tool suite (Jira, Confluence, Jira Service Management) in a federal or large-scale enterprise environment
• Strong Jira administration experience supporting Agile delivery (backlogs, sprints, epics, dependencies)
• Hands-on experience with Jira automation and scripting (e.g., Jira Automation, ScriptRunner/Groovy, JQL, REST APIs)
• Ability to organize, analyze, and communicate execution status using Jira data and dashboards
• Experience working with multiple stakeholder groups, including program leadership, engineering teams, and service desks
• Strong attention to detail and commitment to configuration governance and data integrity
• Ability to manage multiple priorities simultaneously while maintaining SLAs and reporting deadlines

Preferred Qualifications

• Prior experience supporting federal health IT or large government programs
• Experience supporting leadership reporting and execution transparency initiatives
• Familiarity with scaled Agile or enterprise delivery environments

Why Join Agensys

• Support high-visibility federal health IT initiatives focused on execution excellence
• Work in a role that combines operational ownership with meaningful platform influence
• Join a cleared small business trusted on complex federal programs
• Flexible work environment with remote flexibility and optional onsite engagement