Jira Admin (Queue Manager)

Job description

Description & Requirements
Maximus is seeking a detail-oriented and proactive Front-End Jira Administrator and Queue Manager to join our team in Arlington, VA.
This role is critical to ensuring efficient workflow management, ticket triage, and front-end configuration of Jira to support mission-critical operations within a classified environment.

The ideal candidate will have strong experience in Jira administration, queue management, and user support, with a focus on optimizing team productivity and system usability.
This role is on-site, five days a week and requires an active TS/SCI security clearance.
Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS219, T3, Band 6
Job-Specific Essential Duties and Responsibilities:
* Jira Administration:
* Configure and maintain Jira dashboards, workflows, fields, and permissions to support project and operational needs.
* Implement front-end customizations to improve user experience and reporting capabilities.
* Manage Jira service desk queues and ensure alignment with SLAs and operational priorities.
Queue Management:
* Monitor and triage incoming tickets, ensuring timely assignment and resolution.
* Collaborate with technical teams to escalate and resolve issues efficiently.
* Generate and analyze queue metrics to identify bottlenecks and recommend process improvements.
User Support and Training:
* Provide guidance and support to users on Jira functionality, best practices, and troubleshooting.
* Conduct training sessions and create documentation for end-users and stakeholders.
Process Optimization:
* Work with stakeholders to streamline workflows and improve ticket lifecycle management.
* Identify automation opportunities within Jira to reduce manual effort and improve accuracy.
Collaboration and Reporting:
* Partner with program managers, developers, and analysts to ensure Jira configurations support business objectives.
* Develop and maintain reports and dashboards for leadership visibility into queue performance and workload distribution.
Job-Specific Minimum Requirements:
* Active TS/SCI clearance
* Bachelor's degree in Information Systems, Business Administration, or related field (or 4 years of relevant experience in lieu of degree).
* Minimum of 5 years of experience in ITSM administration and IT service request queue management.
* Experience with front-end configuration and customization of ITSM tools to enhance workflow efficiency and improve user experience.
* Strong understanding of Boolean logic and structured query techniques for filtering, reporting, and managing service queues within ITSM platforms.
* Strong analytical and troubleshooting skills in managing service queues and resolving technical issues.
* Ability to collaborate effectively with cross-functional teams and communicate clearly with both technical and non-technical stakeholders.
* Ability to work independently and manage multiple priorities in a fast-paced environment.
Preferred Skills & Qualifications:
* Experience supporting federal or DoD programs.
* Familiarity with cloud technologies, security practices, and agile methodologies.
* Proven written and oral communication skills.
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Minimum Requirements
TCS219, T3, Band 6
EEO Statement
Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment.

Annual salary is just one component of Maximus's total compensation package.

Other rewards may include short- and long-term incentives as well as program-specific awards.

Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off.

Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience.

An applicant's salary history will not be used in determining compensation.

Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment.

If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccommodations@maximus.com .

Required Skill Profession

Computer Occupations