Worked closely with stakeholders to understand their needs and develop solutions that meet those needs while adhering to company standards and best practices regarding IT infrastructure design & implementation.Regularly updated project documentation (backlogs, burn down charts and release plans) as neededCreated custom workflows within Jira based on specific requirements from each business unit to automate tasks such as issue creation/assignment, escalation management and resolution tracking.Developed reports using the data available within Jira to provide visibility into project status by key performance indicators (KPIs) such as open issues per stage or overall percentage complete vs percent complete at any given time.

Acted as the primary point of contact for all Jira-related inquiries from internal and external stakeholders.Provided Tier 2/3 support for Jira and associated applications, including but not limited to user provisioning, access control, workflow configuration, and plugin troubleshooting.

Worked with management to create an automated workflow for ticket assignment, tracking and closureAnalyze current benefits, evaluating the use, services, coverage, effectiveness, cost, plan experience and competitive trends in benefits programs, and identify the company's stance.

Created and organized new projects on the JIRA platformRemoved roadblocks, impediments, and resolved issues that hindered the teams' workPlanned deliverables and helped teams monitor performance