JIRA Administrator - Fintech/ Crypto

As a JIRA Administrator at Incubly, you join an international support team for a leading security and infrastructure company in cryptocurrencies and blockchain. You will provide first-line support to users with day-to-day questions and requests related to Jira, Confluence, Jira Service Management and selected internal business applications. This is a junior-level role designed for someone with initial helpdesk or support experience who wants to develop towards business applications administration.

What you'll do

• Act as the first point of contact for users requesting support with Jira, Confluence, Jira Service Management and selected business applications
• Receive, classify, prioritise and update support tickets according to defined support processes
• Resolve common user issues and questions related to access, permissions, Jira issues, boards, filters, dashboards, Confluence pages and spaces
• Follow existing runbooks, checklists and procedures when handling recurring requests
• Escalate complex configuration, integration or technical issues to senior support specialists, system owners, vendors or development teams
• Keep users informed about the status of their requests and ensure tickets are properly documented
• Help users with basic administrative tasks such as user access requests, group membership, project roles, space permissions, filters and dashboards
• Assist with simple configuration changes under supervision or according to documented procedures
• Help users understand how to use Jira and Confluence effectively in their daily work
• Gather required information for more complex Jira/JSM issues before escalating them to senior administrators
• Create and update simple user guides, FAQs and support documentation
• Document recurring questions, known issues and simple workarounds
• Help maintain internal support procedures and knowledge base content
• Share observations and improvement ideas based on user feedback and recurring support cases

What you bring

• First experience in a first-line helpdesk, service desk, IT support, application support or customer support role
• Basic hands-on experience with Jira and Confluence as a user, support person or junior administrator
• Understanding of how ticketing systems work and how to communicate with users through support tickets
• Ability to perform initial troubleshooting, collect relevant information and clearly document issues before escalation
• Basic understanding of user access, permissions, groups, projects, spaces, filters or dashboards
• Good communication skills in English, with the ability to support both technical and non-technical users
• Customer-focused mindset, patience and willingness to help users solve day-to-day problems
• Eagerness to learn Jira administration, business applications support and IT service management practices

Nice to have

• Previous exposure to Jira Service Management
• Basic knowledge of Jira administration, for example project roles, permission schemes, workflows, issue types, filters or dashboards
• Experience supporting users in tools such as Confluence, Slack, Google Workspace, Microsoft 365, Okta or other SaaS applications
• Basic understanding of ITIL, incident management or request fulfilment
• Experience creating simple documentation, FAQs or knowledge base articles
• Basic French language skills
• Interest in developing towards Business Applications Support, Jira Administration or IT Service Management

What we offer

• Flexible work arrangement: choose from on-site (Lodz, Poland), hybrid or remote
• B2B or Employment Contract, your choice
• Remuneration on B2B contract: 600-750 PLN net per day
• Remuneration on Employment Agreement: 9,000-11,000 PLN gross per month

About Incubly

Incubly builds teams that support ambitious technology companies in scaling their products, processes and operations. You will work with a French company that leads in security and infrastructure solutions for cryptocurrencies and blockchain applications, developing products and services used globally to safeguard cryptocurrency assets.