Lead Consultant - JIRA Cloud Administration and Enterprise Tools

Ready to build the future with AI? 

At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. 

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. 

 Inviting applications for the role of Lead Consultant - JIRA Cloud 

We are looking for an experienced Enterprise Tools Administrator with strong handson expertise in JIRA Cloud and related enterprise productivity platforms. The ideal candidate will have experience managing, configuring, and optimizing enterprise tools, ensuring they support business operations, workflows, and stakeholder needs efficiently. This role involves platform administration, workflow design, automation, process improvement, and user support across multiple enterprise applications. 

Responsibilities 

• Administer and maintain Jira Cloud, Jira Service Management Cloud, and Confluence Cloud, including global configuration standards and platform hygiene. 

• Design, configure, and continuously improve ticket flows including workflows, issue types, request types, queues, SLAs, notifications, and escalation paths. 

• Own SDLC enablement within Jira Software includes project templates, boards, permissions, workflows, releases, and reporting structures. 

• Build and maintain dashboards, filters, and reports using JQL to support operational, delivery, and leadership metrics. 

• Leverage Atlassian Rovo capabilities to enhance enterprise search, knowledge discovery, and AI-assisted insights across Jira and Confluence, improving visibility, decision-making, and operational efficiency. 

• Manage Jira user administration through centralized Atlassian Cloud administration, including product access and role assignments aligned to security standards. 

• Evaluate, install, and manage Atlassian Marketplace apps including licensing, upgrades, and lifecycle management. 

• Implement Jira integrations using Cloud-supported mechanisms such as webhooks, REST APIs, and automation rules. 

• Provide tier 2 and tier 3 support for Jira-related issues including workflow behavior, automation failures, performance concerns, and permissions issues. 

• Develop and maintain Jira and JSM documentation, standards, and runbooks to support the Technical Operations Center and Help Desk. 

• Administer and support additional enterprise tools including monitoring, alerting, job scheduling, identity, and automation platforms. 

• Ensure availability, scalability, and reliability of enterprise tools through proactive monitoring and maintenance. 

• Perform upgrades, patches, and maintenance activities for supported enterprise tools. 

• Integrate enterprise tools with Jira and other platforms to enable workflow efficiencies and end-to-end visibility. 

• Monitor system usage, licensing, and access to ensure compliance and cost efficiency. 

• Provide troubleshooting and escalation support for enterprise tool incidents. 

• Participate in after-hours maintenance, deployments, and on-call support as required. 

• May serve as backup team lead when needed. 

• Establish and enforce Jira and Confluence governance standards, including project templates, workflow patterns, field usage, naming conventions, and lifecycle management to ensure platform consistency and scalability. 

• Operate within Atlassian Cloud’s centralized administration and role-based access model. 

• Design automation and reporting with awareness of Cloud plan limitations and native automation capabilities. 

• Partner with Security and Compliance teams to ensure platform configurations align with audit and data-handling requirements. 

• Utilize Atlassian Cloud sandbox environments and change validation practices to test configurations, automations, and integrations prior to production deployment. 

• Stay current with Atlassian Cloud innovations, including Rovo and other AI-driven capabilities, and evaluate their applicability to enterprise workflows, governance, and compliance requirements. 

Qualifications we seek in you! 

Minimum Qualifications 

• Good years of hands-on experience administering Jira Cloud and or Jira Service Management Cloud. 

• Strong experience designing ticket workflows, SLAs, dashboards, and operational reporting. 

• Proficiency with JQL and data-driven reporting. 

• Experience supporting Agile and SDLC environments. 

• Experience managing access and permissions in SaaS platforms. 

• Two or more years of experience administering enterprise IT tools. 

• Strong analytical, troubleshooting, and documentation skills. 

• Excellent written and verbal communication skills. 

• Ability to manage multiple priorities in a fast-paced environment. 

Preferred Qualifications/ Skills 

• Experience administering Confluence Cloud and Atlassian Marketplace apps. 

• Familiarity with ITIL processes and service management best practices. 

• Experience with monitoring and alerting platforms such as Splunk, Datadog, and PagerDuty. 

• Scripting experience with Python or PowerShell. 

• Experience with SSO and identity platforms. 

• Atlassian certifications are a plus. 

• Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience. 

 Why join Genpact? 

• Lead AI-first transformation – Build and scale AI solutions that redefine industries 

• Make an impact – Drive change for global enterprises and solve business challenges that matter 

• Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills 

• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace 

• Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build 

• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  

Let’s build tomorrow together. 

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.  
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.