Service Desk Project Management

Summary

• I have around *+ years of experience in Atlassian JIRA Software, JSM, JWM, Agile, ITSM, Confluence, Project management, waterfalls, SDLC, Collaboration tools, Continuous Integration.

• I have good knowledge with multiple add-on’s (“JSU”, “Easy BI”, “Script runner”, “Email this issues add-on”, “Dynamic forms”, “extension for JIRA service desk”, “Configuration Manager for JIRA”,

“Automation for JIRA”, “Tempo Time sheet plug-in”, “JIRA misc custom fields”. etc)

• I have experience in Atlassian JIRA Development with using Groovy Script. Experience in Atlassian Products on JIRA.

• I have very good knowledge in Database clustering and taking the JIRA, Confluence DB backups.

• I have Experience in JIRA Developer in Groovy Script with Script runner plugin.

• I have Experience Working on Atlassian Server and Cloud.

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

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

• Maintain and administer JIRA and Confluence instances, ensuring their optimal performance and availability.

• Create and manage JIRA projects, users, groups, and permissions to meet organizational needs.

• Implement and customize JIRA workflows, including advanced post functions, conditions, and validations.

• Develop and maintain Groovy scripts for automation and enhanced functionality in JIRA.

• Led the design and implementation of custom pricing schemes for Jira Service Management (JSM) and Jira Software projects, ensuring flexible, client-specific pricing structures.

• Collaborated with stakeholders to understand business requirements and developed custom fields, workflows, and screens to accommodate dynamic pricing models and billing cycles.

• Configured Jira workflows to manage the order lifecycle, including order creation, processing, and fulfillment, using Jira Service Management (JSM) for tracking and reporting.

• Tailored Jira Service Desk workflows to meet the specific needs of Order Management processes, automating status updates, notifications, and escalations. Name: Lokesh B

Mobile: +91-834*******

Email-Id: **************@*****.***

ACADEMIC CREDENTIALS

TECHNICAL PROFILE

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• Proficient in eazyBI for advanced data analysis, visualization, and reporting in Jira..

• Conduct re-indexing, performance monitoring, and troubleshooting of JIRA instances.

• Create and manage Confluence spaces, enhancing team collaboration and knowledge sharing.

• Import bulk issues into JIRA projects using CSV files, streamlining data migration processes.

• Check plug-in compatibility and perform UAT pre-upgrade of JIRA, ensuring smooth transitions.

• Restart JIRA, monitor performance, and manage log and backup files for system reliability. Graduation B.Com from Sri Venkateswara University in the year 2014. Technical skills JIRA, JSM, JWM, Confluence, Agile, ITSM, ITIL.

Database Oracle & Mysql

Web Design HTML, CSS

Operating Systems Windows & Saas Cloud

Configuration

Management

GIT, Bit bucket, SVN(Subversion)

Tools Tomcat

Company Details:

Company Name : Cotiviti

Duration : Feb 2023 – Aug 2024

Role : JIRA Developer

Atlassian Tools : JIRA, JSM, JWM, Confluence, Agile, ITSM & Bit bucket. Roles and Responsibilities:

• Managed and maintained JIRA instance, including customization, user management, and system configuration.

• Conducted JIRA version upgrades and migrations, ensuring minimal downtime and seamless transition of data and workflows.

• Regularly performed re-indexing of JIRA to optimize performance and maintain data integrity.

• Configured workflows using the JSU (JIRA Suite Utilities) plugin to automate processes and enhance workflow management.

• Developed Groovy scripts to meet specific JIRA requirements, improving automation and efficiency in task execution.

• Installed and maintained various plugins (e.g., Groovy Scripting, Extension for JIRA) to extend functionality and meet business needs.

• Created new JIRA projects based on user requests, configuring project workflows, issue types, and custom fields to align with project requirements.

• Cloned JIRA projects and issues as needed to replicate configurations and streamline project setup.

• Managed creation of new JIRA users and groups, assigning appropriate permissions and roles to ensure secure and efficient access management.

• Implemented advanced JIRA workflows with features such as Post Functions, Conditions, and Validations to enforce business rules and improve workflow efficiency.

• Configured Field Configurations, Notification Schemes, Screen Schemes, and Permission Schemes across multiple JIRA projects.

• Created JIRA Service Desk projects, custom fields, issue types, and screens tailored to customer portals, enhancing user experience and service delivery.

• Developed and maintained Groovy scripts to automate complex tasks in Jira, such as bulk issue transitions, dynamic field population, and custom approval workflows.

• Used Groovy to extend Jira's native functionality, allowing for custom logic in issue creation, updates, . Company Details :

Company : Collabera Technologies Pvt Ltd.

Duration : Aug 2022 to Nov 2022

Role : JIRA Developer.

Atlassian Tools : JIRA, JSM, JWM, ITSM, SDLC & Confluence. Roles and Responsibilities:

• Proficient in JIRA development using Script Runner, with expertise in Groovy scripting.

• Developed custom Groovy scripts to automate JIRA workflows and meet specific business requirements.

• Led migration projects from Service Now to Jira Service Desk, ensuring seamless transition of data and workflows.

• Successfully cloned JIRA projects to replicate configurations and streamline project setup.

• Managed timely re-indexing of JIRA to optimize performance and ensure data integrity.

• Maintained JIRA and Confluence environments, including migration from CentOS to Windows platforms.

• Configured JIRA workflows with advanced features such as Post Functions, Conditions, and Validations to streamline processes.

• Implemented Field Configurations, Notification Schemes, Screen Schemes, and Permission Schemes across multiple JIRA projects.

• Created and configured JIRA Service Desk projects, Customer Portals, Custom Fields, Issue Types, and Screens.

• Configured Customer Portals, Request Types, Queues, and SLA metrics to enhance user experience and service delivery.

• Installed and managed plugins for JIRA and Confluence in production environments to extend functionality and improve productivity.

• Published JIRA gadgets and dashboards on Confluence pages for enhanced visibility and collaboration.

• Collaborated with teams to create filters and improve database connection pools for efficient query handling.

• Spearheaded the configuration of Jira Service Management for custom pricing models, ensuring real-time integration with ERP systems to automate pricing updates and billing cycles.

• Led the design and implementation of Jira-based workflows to optimize order management (OM) processes, from order creation to fulfillment, increasing order processing efficiency by 20%. Company Details :

Company :

Duration : Jun 2018 to Aug 2022

Role : JIRA Administrator & Developer

Atlassian Tools : JIRA, JSM, JWM & Confluence

Roles and Responsibilities:

• Working on JIRA Agile projects like Creating Scrum/Kanban boards, configured columns, Filters and Reports for Sprints.

• Worked on JIRA Service Desk workflows, which includes project workflows, screen schemes and permission schemes.

• Up gradation, Installation and Migration of JIRA.

• Managed multiple projects concurrently using JIRA, ensuring timely delivery and effective team collaboration.

• Utilized JIRA boards to prioritize tasks, track progress, and communicate project status to stakeholders.

• Created/Managed Users and Groups in Jira.

• Installed and managed plugins for Jira and confluence in production environment and installed and Managed JIRA Add-ons.

• Worked on JQL (Jira Query Language) filters, Dashboards, Gadgets for users.

• Monitor Jira logs when performing migrations, troubleshooting users’/system issues.

• JIRA customization - Issue Schemes, Workflow Schemes, Field Configuration Schemes, Screen Schemes, Permission Schemes, Notification Schemes.

• Facilitated daily stand-up meetings and sprint planning sessions using JIRA Agile boards, fostering team productivity and accountability.

• Conducted JIRA training sessions for team members to enhance their proficiency and adoption of agile methodologies.

• Maintained Agile boards and supported team leads with Change Management reviews and dashboard reporting.

Linova Info Solutions Pvt Ltd

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