Drishti Arora
Mississauga,ON
Summary
Atlassian SME with 10+ years of experience in administering and optimizing Jira, Confluence. Expert in system upgrades, migrations, custom configurations, and Groovy scripting with ScriptRunner. Proven track record in enhancing performance, automating workflows, and delivering tailored solutions. Experienced in Agile methodologies, also serving as Scrum Master and Business Analyst to align technical delivery with business goals.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Atlassian SME ( Client : Airbnb Canada)
Tata Consultancy Services
Toronto
05.2024 - Current
- Specialized in Jira administration, with a strong focus on performance optimization, system efficiency, and governance.
- Set up JEMH (Jira Enterprise Mail Handler) for new projects to: enable email-to-issue creation, tailored notifications, and advanced inbound/outbound email handling, as well as define mail rules, templates, and profile-based configurations to support complex project needs.
- Developed advanced Scriptrunner behaviors and listeners using Groovy scripts to support unique business requirements, such as displaying custom resolution options on specific issue types during transitions, and pre-populating description fields in Jira issue forms based on context.
- Designed and deployed automation for Jira rules to automate repetitive tasks, such as auto-assigning issues based on conditions, or notifying stakeholders on status changes.
- Took on the role of Scrum Master, facilitating all core Agile/Scrum ceremonies, including daily stand-ups, sprint planning, backlog grooming, sprint reviews, and retrospectives, and ensured team adherence to Agile principles, removed blockers, and promoted continuous delivery and improvement. improvement.
Atlassian SME ( Client : Airbnb)
Tata Consultancy Services
Delhi
04.2021 - 04.2024
- Worked as an Atlassian Consultant, specializing in Jira and Confluence administration, and customization.
- Performed plugin and infrastructure upgrades across Jira and Confluence environments to maintain stability and support scalability.
- Executed BOA (Build-Operate-Assist) tasks, including end-to-end setup of new Jira Service Management (JSM) projects from scratch.
Designed and implemented custom workflows, screens, custom fields, and issue types tailored to project requirements. - Acted as a Business Analyst for incoming stakeholder requests: Gathered and analyzed requirements for enhancements or new functionality in existing Jira projects.
Facilitated grooming sessions and converted business needs into actionable Jira configurations, or project setups. - Collaborated with cross-functional teams to ensure alignment between technical solutions and business goals.
- Provided ongoing support, best practice guidance, and user training for Jira and Confluence users.
- Ensured documentation of processes, configurations, and solutions in Confluence for transparency and continuity.
ATLASIAN CONSULTANT/ JIRA ADMINISTRATOR (Client)
Accenture
07.2020 - 03.2021
- Supported upgrade of Jira (7.9.0 → 8.5.6), Confluence (6.8.0 → 7.4.0), Bitbucket (5.9.0 → 6.1.0.2), and MySQL (5.6 → 5.7) in a parallel (non-Docker) environment, migrating from a Dockerized setup.
- Led and executed cutover activities, converting the upgraded parallel environment into the new production environment.
- Performed:
rsync operations to synchronize file systems between current production and parallel environments.
MySQL DB restore from production to parallel for upgraded tools.
Post-refresh validation scripts to ensure data integrity between environments.
Sanity testing across Jira, Confluence, and Bitbucket in the upgraded setup. - After go-live, I directed traffic to the new production and provided two weeks of post-go-live support, resolving issues via log analysis using built-in log analyzers.
User support for access, permissions, and post-upgrade feature navigation. - Created comprehensive upgrade and cutover documentation to ensure continuity and client reference.
- Maintained a strong client-facing role, providing clear communication, guidance, and on-demand troubleshooting throughout the upgrade lifecycle.
Sr. ATLASIAN CONSULTANT FOR ACCENTURE DELIVERY TEAM (ADT)
Accenture
04.2019 - 06.2020
- The only POC for the team migrating from IBM tools to Atlassian tool set (JIRA, Confluence and bitbucket) Helped in the setup & configuration of the Data Center version of JIRA and confluence for a client base of 20k.
- Designed the entire scheme for the JIRA project which includes detailed complex workflows, screens, custom fields, scripted fields, permission scheme.
- Helped in the setup of all the Add-Ons in jira such as BigPicture, X-ray, Script runner, Project Specific Select Field.
- Have written groovy script for calculating WSJF upon entering the required values.
- Go- to Technical Consultant within ADT for assessing the functional & financial feasibility of available plugins required to upgrade the features of ADT Jira( multi-tenant environment).
- Have written a groovy script which helps in Automatic creation of Issue when Risk occurs can be used by multiple jira clients to remove the manual task of creating an issue and copies the meta data from risk to issue, this functionality is being used within the ADT Jira by multiple clients.
- Created training charter, technical documentation and custom training & self-help programs for ADT Development, Operations and Tech Writing teams.
- Have provided Demos of the customized ready JIRA and confluence to clients for sales.
- Implement Atlassian Tools upgrades, and partner with other IT staff to coordinate infrastructure maintenance and system migrations.
JIRA ADMINISTRATOR (On-premise Client)
Accenture
01.2019 - 03.2019
- Designed and customized Jira dashboards for on-premise clients, creating tailored reports for leadership using advanced JQL filters.
- Enabled visibility into team performance, ROI, and work efficiency through role-specific, data-driven reporting.
SERVICE DELIVERY ENGINEER
Accenture
07.2015 - 12.2018
- Provided support for Jira, Confluence, Bitbucket, and SonarQube as part of the DevOps Service Delivery Team.ervice Delivery Team
- Managed Jira ticket queues, resolving system issues, user requests, and tool-related incidents.
- Handled user access management and permissions based on team/project requirements.
- Trained team members on Jira and Confluence administration and best practices.
- Collaborated with LDAP, network, and infrastructure teams to implement best practices and maintain system health.
- Tested tool upgrades and validated plugin compatibility before production rollout.
- Maintain and manage Automation Build Environments such as Jenkins.
Education
MBA - General Management
IIM
Calcutta03.2019
Bachelor's Degree - Computer Science
VIT UNIVERSITY
Vellore05.2015
Skills
- JIRA
- Confluence
- Scrum Master
- Jira add-ons (Scriptrunner, JEMH, Automation for Jira, EasyBI,Zephyr)
- Client engagement
- Problem solving
- Self motivation
- Problem-solving
- Groovy scripting
- Agile methodologies
- Project management
- Microsoft Office Suite
Accomplishments
- Atlassian Sales Professional Accrediation
- Atlassian Jira Fundamentals Bagde
- Microsoft Azure Fundamentals Certified
- Atlassian badge in Configuring & Troubleshooting Permissions in JIRA.
- Accenture TechStar Award 2018
Certification
- Atlassian Certified in Managing Jira Projects for Data Center (https://cp.certmetrics.com/atlassian/en/public/badge/c?id=AT00142918&date=2023-08-13&ccat=33)
Timeline
Atlassian SME ( Client : Airbnb Canada)
Tata Consultancy Services
05.2024 - Current
Atlassian SME ( Client : Airbnb)
Tata Consultancy Services
04.2021 - 04.2024
ATLASIAN CONSULTANT/ JIRA ADMINISTRATOR (Client)
Accenture
07.2020 - 03.2021
Sr. ATLASIAN CONSULTANT FOR ACCENTURE DELIVERY TEAM (ADT)
Accenture
04.2019 - 06.2020
JIRA ADMINISTRATOR (On-premise Client)
Accenture
01.2019 - 03.2019
SERVICE DELIVERY ENGINEER
Accenture
07.2015 - 12.2018
MBA - General Management
IIM
Bachelor's Degree - Computer Science
VIT UNIVERSITY