Jira Implementation Support Specialist

We are seeking a technically skilled Jira Implementation Support Specialist to lead the configuration, rollout, and support of Jira across our fast-paced esports organization. This contract role is critical for ensuring the successful adoption, standardization, and scalable use of Jira across various departments.

As the primary Jira expert, you'll translate business needs into effective project setups, provide responsive user support, and drive high adoption through training and enablement. Your work will be foundational to improving project visibility, workflow efficiency, and cross-team collaboration across the company.

Duties and Responsibilities

Jira Configuration & Administration

• Serve as the system owner and administrator for Jira Software and Jira Service Management platforms.
• Design, configure, and maintain custom Jira projects, workflows, issue types, screens, and permission schemes tailored to team-specific operational needs.
• Implement standardized governance and naming conventions to maintain project integrity, reliable data, and scalable configurations across the platform.
• Support and troubleshoot integrations with key systems such as Slack, Salesforce/Hubspot, , QuickBooks Online, and internal documentation tools.

Training, Support & User Enablement

• Provide Tier 2/3 technical support to users, resolving workflow, permission, or reporting issues efficiently.
• Lead customized training sessions and develop easy-to-understand documentation (written guides, videos) to help users navigate and leverage Jira effectively.
• Act as a business partner to department leads, understanding their workflows and building Jira solutions that streamline ticketing and project management processes.

Requirements

• 3+ years of hands-on experience as a Jira Administrator, Jira Consultant, or in a similar technical role.
• Expert knowledge in configuring complex Jira workflows, including advanced JQL, conditions, validators, post-functions, and permissions.
• Strong troubleshooting skills in a live, high-volume environment with the ability to quickly isolate and resolve system issues.
• Exceptional communication skills, with fluency in English (written and verbal) and the ability to explain technical concepts to non-technical users.
• Experience supporting both Jira Software and Jira Service Management platforms.

Nice-to-Have Qualifications

• Experience with AI/LLM tools integrated with Jira, such as Claude x Jira connector or similar platforms for automation and reporting.
• Understanding of workflows in esports, media, or CPG environments and how they relate to project management systems.

Deliverables & Success Metrics

• Successfully launch and document a minimum of three cross-functional Jira projects within the first 60 days.
• Deliver training and documentation that raises platform proficiency across key departments.
• Maintain an average resolution time under 4 business hours for all Jira-related Tier 2/3 support tickets.

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.

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