Job Description

Acuity Knowledge Partners

Acuity Knowledge Partners, a leading provider of high-value research, analytics and business intelligence to the financial services sector is hiring a change management & support lead for finance applications to join a team of highly talented finance professionals to drive business value through various finance systems activities and strategic projects.

Be a part of a team that has consistently delivered stellar business growth, brand leadership and is continually innovating to offer its clients and prospects the best experience in the digital world.

Position Title- Jira product Owner

Experience Level-12+yrs

Department-IT

Location- Gurgaon / Bangalore

Job Purpose
We are looking for a Jira Product Owner with deep technical and functional expertise across the Atlassian ecosystem, including Jira Service Management (JSM), Jira Software, Jira Work Management, Confluence, and Bitbucket.
This role will be accountable for owning, optimising, and scaling the Jira platform to support enterprise-wide service delivery, project management, and agile collaboration. The ideal candidate combines product ownership discipline with technical configuration skills, stakeholder management, and a strong grasp of ITSM, DevOps, and agile delivery frameworks.

Key Responsibilities:

1. Product Ownership & Strategy

Act as the platform owner for the full Jira and Atlassian suite, defining product vision, roadmap, and governance framework. Partner with IT, business operations, and project teams to align Jira usage with enterprise goals and the Target Operating Model. Develop and maintain a clear backlog of platform enhancements, automation opportunities, and service improvements. Drive adoption of best practices in agile project management, service management, and knowledge collaboration.

2. Jira Service Management (JSM) & Customer Portal

Own the configuration, optimisation, and continuous improvement of Jira Service Management (JSM), including the Customer Portal. + Define SLAs, request types, workflows, automation rules, and escalation logic to deliver world-class service experiences.
+ Integrate JSM with HR, IT, and business service functions to enable a unified enterprise service management (ESM) model.
+ Ensure portal branding, knowledge base linking (Confluence), and user experience align with organisational standards.

3. Technical Configuration & Administration

+ Manage and configure Jira projects, schemes, custom fields, automation, and permissions at scale.
+ Implement integrations between Atlassian products (Confluence, Bitbucket, Opsgenie, Trello) and third-party systems (e.g., Slack, Teams, Salesforce, Oracle).
+ Oversee environment governance including test, production, and sandbox instances.
+ Collaborate with Atlassian administrators and developers to deliver complex workflows, scripts, and data integrations.
+ Manage user access, licensing, and performance monitoring.

4. Functional Design & Business Alignment

+ Translate business requirements into functional configurations using Jira's native capabilities before resorting to custom add-ons.
+ Partner with cross-functional stakeholders (Finance, HR, IT, Delivery) to standardise workflows and optimise dashboards and reporting.
+ Develop reporting frameworks and metrics for agile delivery, SLAs, and operational performance.
+ Build and maintain process documentation, governance playbooks, and user guides.

5. Stakeholder Engagement & Communication

+ Serve as the key liaison between business users, IT, and Atlassian administrators.
+ Communicate platform roadmap, feature releases, and training updates in clear, non-technical terms.
+ Conduct user training sessions, demos, and adoption drives across teams.
+ Foster a culture of self-service, automation, and transparency through Jira best practices.

Qualifications & Experience:

+ - Bachelor's degree in Computer Science, Information Systems, Engineering, or related discipline. - 7+ years of experience in Jira administration, configuration, or product ownership (Atlassian Cloud or Data Center).
Deep technical expertise with Jira Service Management (JSM), Customer Portal, Jira Software, and Confluence. Strong functional understanding of ITSM, Agile, and DevOps frameworks. Experience implementing automation (Jira Automation, ScriptRunner, Power Scripts, or similar). Familiarity with Atlassian REST APIs, webhooks, and integration tools (e.g., Zapier, Workato, or OIC). Exposure to Salesforce, Oracle, or ServiceNow integrations advantageous. Atlassian Certifications (ACP or equivalent) strongly preferred. Exceptional communication skills--able to translate complex platform capabilities into clear, outcome-oriented language for business leaders.

Core Competencies:

Product ownership mindset with end-to-end accountability. Strong analytical and problem-solving ability. Strategic thinker with operational execution capability. High attention to detail in governance, data quality, and workflow design. * Collaborative and adaptive in a fast-paced, global enterprise environment.