Scrum Master Service Management

Md Afrose

Mahbubnagar, India +91-903******* *********@*****.*** github.com/afrose963

Professional Summary

Certified Jira Administrator and Scrum Master with 4 years of experience managing Jira Software and Jira Service Management for 130+ users across 20+ projects. Skilled in configuring workflows, automating processes, creating dashboards, managing user access, and integrating Jira with tools like Confluence, Bitbucket, GitHub Actions, and Slack. Strong background in Agile practices, user training, system performance optimization, and compliance with security policies.

Core Competencies

Jira Project Setup and Administration

Workflow Design and Automation

Jira Service Management and SLA Configuration

Agile Process Support (Scrum, Kanban)

Dashboard and Reporting (JQL, Custom Filters)

User Access Management and Permissions

Jira Integrations: Confluence, Bitbucket, GitHub Actions, Slack

Troubleshooting and Issue Resolution

User Training and Documentation

Compliance and Security (GDPR, Audit Logs)

Professional Experience

Jira Administrator

Helson Software Solutions, Hyderabad, July 2021 – Present

Configure, administer, and maintain Jira projects, workflows, screens, custom fields, access, and permissions for 130+ users across 20+ projects.

Collaborate with Scrum Masters, Product Owners, Developers, and QA teams to align Jira setup with Agile methodologies and team structures.

Design and maintain dashboards, filters, and reports to provide visibility into sprint progress, team performance, and project status.

Ensure backlog items, sprint boards, and issue status are consistently updated for real-time progress tracking.

Automate routine processes using Automation for Jira and Script Runner to improve workflow efficiency.

Troubleshoot Jira issues, manage user access and permissions, and resolve configuration conflicts.

Provide user training, support, and documentation to promote effective Jira use across teams.

Monitor Jira system performance and recommend optimizations for scalability and reliability.

Manage integrations between Jira and Confluence, Bitbucket, GitHub Actions, Slack, and other third-party tools.

Coordinate with IT for plugin management, system updates, and security compliance.

Key Projects

Jira Platform Migration and Standardization

Led migration from legacy project management tools to Jira Cloud for 10+ projects.

Standardized workflows, issue types, and permission schemes across projects.

Developed dashboards and filters for cross-team sprint visibility.

Coordinated with IT and security teams to ensure governance and data privacy compliance.

Trained 70+ users and created documentation for adoption.

Result: Reduced project setup time by 40% and improved collaboration.

Automation and Integration Enhancement for Jira Service Management

Enhanced Jira Service Management with SLA-driven automation, auto-approvals, and escalations.

Integrated Jira with Slack and Confluence knowledge base for real-time ticket updates and self-service.

Created reports and dashboards to track resolution times and SLA compliance.

Automated access management and audit reporting for GDPR compliance.

Conducted user training, reducing incident backlog by 30%.

Result: Improved IT support efficiency and user satisfaction.

Technical Skills

Jira Software, Jira Service Management, Automation for Jira, ScriptRunner

Bitbucket, GitHub Actions, Confluence, Slack

Jira REST API, Smart Values, JSON

JQL, Jira Dashboards, Power BI, SQL

Agile, Scrum, ITSM

GDPR, audit logs, user role/access control

Certifications

Atlassian Certified Jira Administrator (ACP-100) – Udemy

Certified Scrum Master (CSM) – Udemy

Professional Diploma in Agile & Scrum – Udemy

Deloitte Data Analytics Job Simulation – Forage

Education

MBA – Finance

Aurobindo College of Business Management, Hyderabad — 2013

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