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The application window is expected to close on: 02/05/26

NOTE: Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Meet the Team

The JSM Administrator role requires candidates with enterprise-level experience crafting and developing sophisticated JSM help portals seamlessly pulling together different technology and organizational functions and processes. They will serve as the JSM subject matter expert, supporting the optimization and scalability of our Atlassian Cloud JSM tools. If you are passionate about leveraging technology to streamline processes and cultivate multi-functional collaboration, this is your opportunity to make a significant impact in a fast-paced, global environment.

Your Impact

+ Portal Design & Management: Develop and maintain sophisticated JSM portals, unifying request management for IT, engineering, hardware, operations, supply chain, and more.

+ Workflow & Automation: Analyze business requirements and configure automated Jira workflows, queues, SLAs, and dashboards to boost operational efficiency.

+ System Administration: Provide sophisticated administration for Jira Software, Jira Service Management, and Confluence, including user management, permissions, and configurations.

+ Integration & Automation: Leverage Jira APIs, webhooks, and tools such as ScriptRunner or Automation for Jira to connect enterprise systems and automate manual processes.

+ App & Plugin Management: Evaluate, install, and configure Atlassian Marketplace apps; manage licensing and ensure compliance with enterprise standards.

+ Documentation & Governance: Maintain comprehensive configuration documentation, workflows, and runbooks to support ongoing operations and audit requirements.

+ Cross-Functional Teamwork: Partner with engineering, DevOps, IT service management, and business operations teams to drive process improvements and increase platform adoption.

+ Capture requirements for business processes, and determine ways to optimize/improve JIRA/Confluence/JSM

+ Build complex JSM portals

+ Provide application support for JIRA and Confluence to IT the rest of the business

+ Understanding of JIRA APIs and webhooks

+ Support JIRA and Confluence users

+ Work with business users to evaluate JIRA and Confluence plug-ins, determine licensing needs, and perform testing, installation, and configuration of the plug-ins

+ Ux design skills to define JIRA workflows and the related screen schemes for complex and high impact projects

+ Implement custom xml-based JIRA gadgets

+ Support and configure JIRA plugins as the need arises

+ Generate documentation on workflows and processes implemented in JIRA to support runbooks Develop JIRA projects, queries and reports as the need arises

+ Organized and able to work independently and proactively

Minimum Qualifications

+ 7+ years of hands-on administration experience with Jira Service Management and Confluence in large-scale or multi-site enterprise settings.

+ Experience with Jira workflows, field configurations, permissions, automation, and service portal design

+ Experience developing and consuming web services using Express and Node.js

+ Experience with user, group, and access management, including LDAP coordination

Preferred Qualifications

+ Proficiency in JavaScript (Node.js, React), MongoDB, JSON, CSS3, HTML5, and unit testing (e.g., JEST or Python) preferred

+ Atlassian Certified Jira Administrator or Jira Service Management Administrator a plus

+ Experience integrating Atlassian tools with enterprise systems (e.g., SSO/SAML, CI/CD pipelines, Aha!, ERP platforms) preferred

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Message to applicants applying to work in the U.S. and/or Canada:

The starting salary range posted for this position is $137,000.00 to $200,500.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

+ 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

+ 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

+ Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

+ Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

+ 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next

+ Additional paid time away may be requested to deal with critical or emergency issues for family members

+ Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

+ .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

+ 1.5% of incentive target for each 1% of attainment between 50% and 75%;

+ 1% of incentive target for each 1% of attainment between 75% and 100%; and

+ Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

$165,000.00 - $277,600.00

Non-Metro New York state & Washington state:

$146,700.00 - $247,000.00

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.