Job Description

Position Title: Jira Agile Platform Engineer
Position Type: Regular - Full-Time
Position Location: Toronto HQ
Requisition ID: 32635
Reporting to the Sr. Manager, ServiceNow Platform, the Jira Agile Platform Engineer will be responsible for managing, maintaining, and optimizing the Jira platform. This role involves working closely with stakeholders to gather requirements, build Jira instances from scratch, and integrate Jira with ServiceNow and other enterprise systems. The ideal candidate will have strong experience in ITIL processes and ServiceNow, with a focus on streamlining workflows and enhancing user experience.
JOB RESPONSIBILITIES:

• Platform Administration: Manage the overall health, performance, and reliability of the Jira platform. This includes user management, permission schemes, project configurations, and workflow customizations.
• Jira Instance Development: Build and configure Jira instances from the ground up, ensuring they align with organizational needs and best practices.
• Integration with ServiceNow: Develop and maintain integrations between Jira and ServiceNow, ensuring seamless data flow and process alignment between the two platforms.
• Requirement Gathering: Collaborate with various departments to understand their needs and translate these into technical requirements for Jira configurations and integrations.
• Best Practices Implementation: Apply ITIL, Agile, DevOps, Lean Management, SAFe, and KCS best practices to optimize Jira administration and ensure alignment with organizational goals.
• Enterprise Reporting: Establish consistent reporting across projects to facilitate the roll-up of data across groups, divisions, and departments on dashboards, reports, roadmaps, and other reporting tools.
• Jira Expertise: Serve as the go-to person for all Jira-related needs. This includes setting up new projects, establishing best practices, and modifying workflows, schemes, and automations to enhance team efficiency.
• Customization and Scripting: Develop custom Jira plugins, scripts, and workflows using Jira Scripting (Groovy), ScriptRunner, and other tools to automate processes and improve functionality.
• User Training and Support: Provide training and ongoing support to Jira users and project managers across the organization, helping them leverage the platform to its fullest potential.
• Plugin Management: Identify and implement plugins that meet specific organizational needs, ensuring that the Jira environment is optimized for the tasks at hand.
• Solution Implementation: Continuously seek out and implement new solutions to address challenges within Jira, acting as a problem solver for the platform.
• Documentation: Create and maintain comprehensive documentation for Jira configurations, integrations, and customizations to ensure clear knowledge transfer and system sustainability.
• Continuous Improvement: Identify and implement opportunities for process improvements within Jira, focusing on enhancing performance, usability, and system integration.
• Security and Compliance: Ensure that the Jira environment adheres to all relevant security standards and compliance requirements, particularly in relation to data protection and access controls.
• Troubleshooting: Diagnose and resolve issues within the Jira platform, working with internal teams and external vendors as necessary to minimize downtime and disruptions.

MEASURES OF SUCCESS:

• Successful implementation and configuration of new Jira instances, including seamless integration with ServiceNow.
• High user satisfaction with Jira performance and functionality, evidenced by reduced incident reports and positive feedback.
• Consistency in reporting across projects, leading to more effective data aggregation and analysis.
• Compliance with ITIL processes, demonstrated through consistent and effective change, incident, and problem management.
• Compliance with Agile, DevOps, Lean Management, SAFe, and KCS best practices, demonstrated through consistent and effective management of the Jira platform.
• Improved efficiency and automation of workflows within Jira, reducing manual processes and increasing productivity.
• Effective knowledge sharing and training, resulting in empowered users who can effectively utilize Jira for their needs.

KEY QUALIFICATIONS & EXPERIENCES:

• Experience: 5+ years of experience in Jira administration, with a strong background in building and configuring Jira from scratch.
• ServiceNow Experience: Proven experience integrating Jira with ServiceNow, including working with REST APIs and ensuring data consistency between platforms.
• Best Practices Knowledge: In-depth understanding of ITIL, Agile, DevOps, Lean Management, SAFe, and KCS, and their application in Jira administration and IT service management.
• Technical Skills: Proficiency in scripting languages such as Groovy and JavaScript, with experience using Jira add-ons like ScriptRunner.
• Problem-Solving: Strong analytical skills with the ability to troubleshoot complex issues within the Jira platform and related integrations.
• Communication: Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.
• Certifications Preferred:

• ITIL v4 Foundation.
• Atlassian Certified Jira Administrator.
• Agile, SAFe, or DevOps certifications are a plus.
• Education: Bachelors degree in Computer Science, Information Systems, or a related field (or equivalent work experience).

OTHER INFORMATION

• Key internal relationships: ServiceNow Team, PMO, Deployment Services, IT Service Managers, IT Architects, Network Services, IT Security, IT Applications, HR, and Business Users.
• Key external relationships: External vendors, partners, and service providers.
• Travel: As required.
• Work Environment: Primarily a standard office environment, with potential for hybrid work arrangements.

The above information indicates the general nature and level of work employees perform within this classification. It is not a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.
McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs.
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Job Family: Information Technology
Division: Global Technology
Department: ServiceNow Platform
Location(s): CA - Canada : New Brunswick : Florenceville-Bristol || CA - Canada : Ontario : Toronto
Company: McCain Foods (Canada)