JIRA End User Support Specialist

Job Description: This resource will own the end user experience for 4,500 Jira users. The resource will also lead end user change communications and training as the Jira redesign is rolled out.

Required Skills & Experience
3+ years in a Jira end user support, adoption or training role
Strong facilitation and training delivery skills — comfortable presenting to technical and non-technical audiences
Solid Jira Software and Jira Service Management end user knowledge
Experience in agile environments — Scrum and Kanban coaching experience preferred
Strong written and verbal communication skills
Experience managing a helpdesk or service desk function
Familiarity with change management communication best practices

Key Responsibilities
Design and deliver Jira and Agile training programmes — onboarding, refresher and advanced sessions
Manage the CoE service desk queue — triage, resolve and escalate user requests
Drive Jira adoption across the organisation — track metrics, identify low-adoption teams and run targeted engagement campaigns
Handle minor enhancement requests — custom views, filters, basic board configurations and simple dashboards within approved standards
Lead end user change communications and training for each phase of the Jira redesign rollout
Produce and maintain self-service training materials — guides, videos and FAQs