Jira Admin (Queue Manager)

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 stakeholder...