Georgy User
@georgyuser
Results-driven ITSM and Jira administrator, scaling Atlassian workflows and automation.
ZimbabweWhat I'm looking for
I’m a results-driven IT manager and Jira administrator with 10+ years in fintech and financial services. I focus on designing and scaling ITSM processes across Atlassian Cloud and Data Center, with a strong emphasis on measurable outcomes.
At Vivid Money, I designed and scaled the Jira Cloud (Jira Service Management) ecosystem for a support service serving 10,000+ customers. I developed and automated 20+ cross-functional workflows, reducing manual operations time by 30% and cutting operating costs by $50,000 per year.
I also implemented centralized management of users, groups, and access policies (IAM/RBAC) in the Atlassian ecosystem and connected systems (AWS, Active Directory, GitLab, Google Workspace, Slack, Trello, Yandex tracker). To improve ticket routing and processing, I integrated Jira with an internal AI-bot and defined success metrics like CSAT and deflection rate, gathering and documenting functional and non-functional requirements through stakeholder interviews.
Previously, at MX CREDIT SYSTEMS, I built incident and problem management processes in Jira Service Management for 1500+ employees and 2500+ tickets per month. I implemented asset management (Jira Assets), streamlined change management, created a self-service portal, and used a data-driven approach (SLA 97%+ plus dashboards with eazyBI/JQL) to strengthen support performance.
Experience
Work history, roles, and key accomplishments
Jira Administrator / Atlassian Engineer
Vivid Money
Jun 2024 - Nov 2025 (1 year 5 months)
Designed and scaled the Jira Cloud (Jira Service Management) ecosystem for a support service serving 10,000+ customers. Automated 20+ cross-functional workflows, reducing manual operations time by 30% and cutting operating costs by $50,000/year, and integrated Jira with an internal AI-bot for ticket routing and processing.
Jira Administrator / ITSM Manager
MX Credit Systems
Aug 2022 - May 2024 (1 year 9 months)
Built Jira Service Management incident and problem management for 1,500+ employees, handling 2,500+ tickets/month and improving system stability by 20%. Implemented asset and change management (reducing failed releases to <2%), created a self-service portal, and introduced data-driven SLA and help-desk dashboards (97%+ SLA fulfillment) while automating onboarding/offboarding to free 40+ hours/mont
Jira Administrator
Fintech Development Center
Sep 2021 - Sep 2022 (1 year)
Transformed helpdesk processes into Jira ITSM, delivering a unified RBAC model and access matrices integrated with Active Directory. Reduced L1 standard request volume by 30% by implementing Confluence knowledge base deflection, and supported transparent release tracking by integrating Jira with CI/CD pipelines (GitHub Actions).
Education
Degrees, certifications, and relevant coursework
Moscow State Technical University of Radio Engineering, Electronics and Automation
Computer Security, Computer Security
2015 -
Studied Computer Security at Moscow State Technical University of Radio Engineering, Electronics and Automation beginning in 2015.
Moscow State Technical University named after N.E. Bauman (NRU)
Business Analysis, Business Analysis
Completed higher education program in Business Analysis at Moscow State Technical University named after N.E. Bauman (NRU), concluding in 2022.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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