● COMPLETED · 2024
Jira & Confluence
Platform Overhaul
Redesigned Jira workflows, automation rules, and permission schemes — plus a full Confluence restructure with SOPs that eliminated repeat support tickets.
ROLE
Jira & Confluence Administrator
YEAR
2024
TYPE
ITSM & Knowledge Management
COMPANY
M2
↓
Repeat Tickets
400+
Slack Users
20+
SOPs Written
Custom
Automation Rules
// the_problem
The Problem
✕
Jira workflows were completely default out-of-the-box with no customization for IT operations reality.
✕
Automation rules were non-existent — every single status transition required tedious manual action.
✕
Permission schemes were overly permissive — all users could edit configurations in all projects.
✕
Confluence spaces were completely disorganized with no clear structure — documentation was impossible to find.
✕
IT staff received the exact same support questions repeatedly because self-service answers were buried or missing.
// the_solution
The Solution
Redesigned Jira workflows from scratch to match actual IT operation processes end to end.
Built a library of automation rules to handle routine transitions, notifications, and SLA warnings.
Restructured permission schemes by role to enforce appropriate access control across all projects.
Rebuilt Confluence spaces with clear information architecture, templates, and published SOPs.
Delivered staff training sessions that empowered the team to self-serve and maintain the platform.
// architecture
System Architecture
Ticket Created
→
Workflow Triage
→
Automation Rules
→
Resolution
→
SOP Docs
→
Knowledge Base
// features_built
8 Features Built
01
Custom Workflow Design
Mapped IT operation processes to Jira workflows with correct statuses, transitions, and conditions.
02
Automation Rule Library
Built rules for auto-assignment, SLA breach warnings, status transitions, and stakeholder notifications.
03
Permission Scheme Overhaul
Role-based permission schemes preventing unauthorized project and configuration modifications.
04
Confluence IA Redesign
Rebuilt space structure with clear navigation hierarchy, naming conventions, and page templates.
05
SOP Documentation
Wrote and published standard operating procedures for the 20 most common IT tasks and requests.
06
Training Delivery
Conducted hands-on training sessions for IT team on new workflows, automation, and Confluence usage.
07
Slack Integration
Connected Jira ticket updates to relevant Slack channels for team-wide visibility.
08
IT Dashboards
Built Jira dashboards for management to track ticket volumes, SLA compliance, and team load.
// tech_stack
Technology Stack
Jira Software
Project and issue tracking — custom workflows, automation rules, permission schemes, dashboards.
Confluence
Knowledge management platform — information architecture, page templates, SOP library.
Jira Automation
Native rule engine for workflow triggers, conditions, and automated actions.
Slack
Notification integration connecting ticket updates to team channels for real-time visibility.
// delivery_timeline
Delivery Timeline
Phase 1
Audit
Review existing workflows, permission schemes, and Confluence structure to identify all gaps.
Phase 2
Design
Map new workflows, design permission schemes, plan Confluence information architecture.
Phase 3
Build
Implement workflows, automation rules, and permission schemes in Jira production.
Phase 4
Knowledge
Rebuild Confluence spaces, write 20+ SOPs, deliver team training sessions.
// key_outcomes
Key Outcomes
Measurable reduction in repeat support tickets through improved self-service documentation and SOPs
IT workflows now accurately reflect actual operational processes end to end
Automation handles all routine transitions and notifications without any manual intervention
Permission schemes prevent unauthorized changes to project configurations by non-admin users
Confluence is now a genuinely usable knowledge base that staff actively reference daily
Training sessions equipped the entire IT team to maintain and improve the systems independently
Jira dashboards give management real-time visibility into IT operation performance and SLA compliance