Service Desk Project Management

NANDINI K

JIRA Developer

Mail id: *****************@*****.*** Mobile no: +91-890*******

Career Objective

To associate with an organization where I can excel my creative and innovative skills with constant perseverance and dedication for benefit of my organization. Experience

• Holding an experience of 3+ years in Accenture as Atlassian JIRA Developer with using tools like JIRA, Confluence, Agile, JSM, JWM, Bitbucket, ITIL, ITSM, SDLC in Analysis, Design, Development, Project management, Agile methodologies, Collaboration tools, Continuous Integration.

• Worked on Issue Types, Workflows, Screens, Custom Fields, Permissions, Issue Security Levels, and Notification Schemes for JIRA Projects

• Holding an experience in JIRA Developer in Groovy Script with Script runner plugin.

• Create Custom Workflows, Screens, and Fields in JIRA based on Client requirements.

• Created events, Email Notification Schemes, and Assigned Project Roles in JIRA.

• Created screens and fields based on Issue Types.

• Created custom dashboards, advance filters and formula-based fields.

• Created the Permission Schemes to restrict the users in Project level.

• Created Spaces, Pages, Child Pages and Templates in Confluence.

• Having a good knowledge with multiple add-on’s (“JSU”, “Script runner”, “Email this issues add-on”, “Dynamic forms”, “extension for JIRA service desk”, “Configuration Manager for JIRA”, “Automation for JIRA”, “JIRA misc custom fields”, “Insight”,

“Dynamic Form’s”. etc)

• Good knowledge in Database clustering and taking the JIRA, Confluence DB backups.

• I have Very Good knowledge in Script runner, JSU, Structure, Configuration manager for JIRA.

• Experienced well Working on Atlassian Server and Cloud.

• I have installed JIRA, Confluence, JIRA Service Desk in Windows.

• Worked on Issue Types, Workflows, Screens, Custom Fields, Permissions, Issue Security Levels, and Notification Schemes for JIRA Projects.

• Installed Various Plug-ins (Add-ons) for Import/Update of Projects and Issues, Fields.

• Led Upgrades of JIRA Applications and Plugins, ensuring synchronization with legacy production systems to maintain seamless operation and avoid disruptions.

• Worked with Jira Service Desk, created service desk request types.

• Prepared SLA’s as per client Terms and Conditions.

• Restrict the Request Types to other groups as per client requirements.

• Collaborated with Cross-Functional Teams to Design High-Level Documentation, contributing to design reviews and ensuring alignment with business needs and technical requirements. Technical Skills

Atlassian Tools : JIRA, JSM, Confluence,

Bitbucket.

Atlassian : Server & Cloud

Project: 1

Name : Harmonic Inc

Role : JIRA Developer

Environment : Jira, JSM, Confluence, Bitbucket, Agile, ITSM, ITIL & SDLC. Roles and responsibilities :

Installing JIRA in environment Creation of new JIRA Projects in JIRA, JSM, Confluence & Bitbucket.

Responsible for creating new users and groups in JIRA

Configuring Issue Types for the JIRA Projects & Managing Issue type screens Responsible for creation of custom workflows and adding post functions when required.

Responsible for configuring custom fields for the requested issue types in the JIRA projects. Re-indexing the JIRA instance when required.

Trouble shooting JIRA user issues in Business to user Story creation.

Providing solutions and resolving them based on SLA.

Importing issues from other environments such as from CVS files and Bugzilla to JIRA Projects.

Responding to incoming requests and inquiries for new tools and workflow procedures.

Provided technical assistance for work administration users, related modifications and archival of projects.

Creating Tempo Teams and adding requested users.

Creating Project permission schemes and providing required permissions based on the requests.

Configuring Notification scheme and adding requested people to be notified for Issue events Reported performance related issues to management by analysis.

Creating SLAs, Approvers, Layout, Emails and Automations

Managing customer permissions in JIRA JSM tools.

Creating spaces and designing pages with macros. Exporting the pages in confluence.

Creation of different projects in Jira software and Jira service desk.

Design & modify the workflows and configured complex workflows with conditions, post functions, validators based on the requirement.

Creation of projects, users, groups, roles, adding users to the projects, groups in Jira and confluence based on their requirement.

Worked on of projects from one instance to another instance.

Customized JIRA Configurations based on project level requirements.

Import of data via CSV method.

Creation of issue types, screens, field Configuration, permission scheme, notification scheme based on their requirement.

Worked on agile boards, dashboards, reports, gadgets.

Creation of projects, users, groups in Jira and confluence based on them Requirement.

Worked on migration of projects from one instance to another instance. Import of data via CSV method.

Managed custom email notifications.

Communicate with the users/clients on daily basis in order to understand their requirements and educate them about various futures/functionalities of Jira.

Worked on system level configurations.

Sometimes I joined with my release manager, and I participated for upgrading Jira. Academic Profile:

2020-2023 B Sc (Degree)

Sri Venkateshwara University.

7.7/10

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