| 4+ years of experience working with Atlassian Cloud products, including administration, configuration, and support | - System Administration & Configuration: Serve as the primary administrator for the Atlassian Cloud suite, primarily managing Jira Software, Jira Service Management (JSM), and Confluence, ensuring high availability and optimal performance.
- Advanced Configuration: Configure and administer advanced features including Assets, JSM Ops, and leverage Jira Plans (Advanced Roadmaps) for cross-team visibility, capacity planning, and portfolio management.
- Cross-Product Integration: Design, implement, and maintain complex integrations between Jira, JSM, Confluence, and third-party applications (e.g., Slack, GitHub, monitoring tools) using native functionality and marketplace apps.
- Automation: Develop and implement complex automation rules using native Jira Automation (Jira Service Automation) and, ideally, scripting/low-code solutions to streamline workflows, notifications, and administrative tasks.
- Scalability & Solutioning: In partnership with business stakeholders, analyze, architect, and deliver scalable solutions using Atlassian products to address complex business processes and challenges.
- User & Access Management: Manage user accounts, groups, global permissions, and fine-grained project permissions. Maintain governance policies, security controls, and compliance standards related to the Atlassian tools.
- Auditing & Optimization: Conduct regular, proactive audits and optimizations of Atlassian tool configurations, workflows, schemas, user access, and permission settings to ensure performance, security, and data integrity.
- Improvement Identification: Identify areas for systemic improvement within the Atlassian suite by performing deep analysis and review of current workflows, project configurations, and overall functionality.
- Support: Troubleshoot and resolve user issues across various platforms. Manage, track, and prioritize support tickets, escalating complex problems while maintaining user communication. Create and update documentation to improve self-service and team knowledge. Serve as the highest-level escalation point for complex issues related to the Atlassian tools, including performance degradation, application functionality bugs, and difficult access problems.
- Documentation & Knowledge: Create and update comprehensive documentation on the configuration, administration, standards, and best practices for all Atlassian products.
- Reporting: Build sophisticated dashboards, JQL filters, and reports to support business stakeholders with actionable metrics and data.
- Experience customizing Jira projects with complex workflows, automations, and schema
- Ability to translate business requirements into practical solutions
- Proficiency as a Jira Administrator, managing assets, custom fields, projects, workflows, configurations, permissions, automations, and schema
- Strong knowledge of Jira Service Management, including request types, forms, queues, SLAs, etc.
- Familiarity with Atlassian architecture, API, database tables, application logs, and email handlers
- Ability to troubleshoot and perform root cause analysis of issues
- Understanding of business processes and how Atlassian tools can improve them
- Knowledge of SDLC, ITIL, and Agile frameworks is preferred |