SaaS Operations Administrator

Lead-System Administration

Job Description – Operations Administrator – SaaS (Rally, Jira & Confluence)
Experience Required
4 to 6 Years
Location
[Bangalore / Hybrid]
Employment Type
Full-Time
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Role Overview
We are looking for a skilled Operations Administrator with 4 to 6 years of experience in SaaS application administration and operational support. The candidate will be responsible for managing and supporting Agile and collaboration platforms such as Jira, Confluence, and Rally (CA Agile Central).
The ideal candidate should have hands-on experience in platform administration, workflow configuration, user support, reporting, and integrations while ensuring platform stability, governance, and performance.
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Key Responsibilities
SaaS Platform Administration
•    Administer and support SaaS-based platforms including: 
o    Jira
o    Confluence
o    Rally (CA Agile Central)
•    Configure and customize applications based on business and operational requirements.
•    Support platform maintenance activities, upgrades, and feature enhancements.
•    Ensure platform reliability, availability, and performance.
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Jira Administration
•    Configure and maintain: 
o    Projects
o    Workflows
o    Issue types
o    Screens and schemes
o    Dashboards and filters
•    Manage user roles, permissions, and access controls.
•    Support Scrum and Kanban board configurations.
•    Troubleshoot Jira-related issues and support end users.
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Confluence Administration
•    Manage Confluence spaces, templates, pages, and permissions.
•    Support documentation and knowledge management activities.
•    Maintain integrations between Jira and Confluence.
•    Ensure governance and content organization standards are followed.
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Rally (CA Agile Central) Support
•    Support Rally projects, workspaces, and Agile artifacts.
•    Assist Agile teams with backlog and sprint management activities.
•    Provide dashboard and reporting support.
•    Maintain user access and configuration settings.
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Operations & User Support
•    Provide L2 support for platform-related incidents and service requests.
•    Troubleshoot issues, perform root cause analysis, and implement fixes.
•    Handle user onboarding, access requests, and basic training support.
•    Coordinate with vendors or internal teams for issue resolution where required.
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Integrations & Automation
•    Support integrations between Jira, Confluence, Rally, and other enterprise systems.
•    Work with REST APIs, plugins, and add-ons.
•    Assist in automating routine administrative and operational tasks.
•    Support workflow enhancement initiatives.
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Monitoring & Governance
•    Monitor tool usage, health, and platform performance.
•    Follow governance standards and security best practices.
•    Participate in configuration audits and compliance checks.
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Reporting & Analytics
•    Create dashboards and reports for teams and stakeholders.
•    Support Agile metrics and operational reporting requirements.
•    Analyze usage trends and assist with reporting improvements.
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Required Skills & Expertise
Core Skills
•    Hands-on experience in: 
o    Jira Administration
o    Confluence Administration
o    Rally (CA Agile Central) support
•    Experience in SaaS platform administration and operational support
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Technical Skills
•    Good understanding of: 
o    Workflow configuration and customization
o    User and permission management
o    Dashboard/report creation
o    Plugin and add-on management
•    Familiarity with: 
o    REST APIs
o    Automation tools
o    Basic scripting (Python/Shell)
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Additional Skills
•    Knowledge of Agile methodologies such as Scrum and Kanban
•    Exposure to DevOps tools and CI/CD integrations
•    Basic understanding of ITSM processes: 
o    Incident Management
o    Change Management
o    Problem Management
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Experience
•    4 to 6 years of experience in: 
o    SaaS application administration
o    Agile collaboration tools support
o    Platform operations and maintenance
•    Experience supporting enterprise users and environments
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Soft Skills
•    Strong communication and coordination abilities
•    Good analytical and troubleshooting skills
•    Ability to manage multiple priorities effectively
•    User-focused mindset with strong support orientation
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Preferred Qualifications
•    Atlassian certifications (Jira or Confluence Administration)
•    Exposure to enterprise-scale SaaS environments
•    Experience with automation and cloud-based integrations
•    Familiarity with Agile reporting and metrics
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Key Deliverables
•    Stable and well-managed SaaS platforms
•    Efficient issue resolution and user support
•    Streamlined workflows and integrations
•    Accurate reporting and governance compliance
•    Well-maintained collaboration and Agile environments