RESPONSIBILITIES:
Atlassian Cloud Administration
- Administer, configure, maintain, and optimize Jira, Confluence, and Jira Service Management within the Atlassian Cloud environment.
- Manage projects, workflows, permission schemes, notification schemes, issue types, screens, and custom fields.
- Ensure platform stability, performance, and adherence to established best practices.
- Assist in evaluating and implementing new Atlassian features and enhancements.
Jira Configuration & Process Improvement
- Design and maintain workflows, request types, forms, automations, and project configurations.
- Create and maintain dashboards, reports, filters, and metrics to support operational and management reporting.
- Partner with stakeholders to gather requirements and implement process improvements.
- Support Agile, ITSM, and business process workflows across multiple departments.
Jira Service Management (JSM)
- Configure and maintain service projects, portals, queues, SLAs, knowledge articles, and automation rules.
- Support incident, service request, change management, and asset management processes.
- Collaborate with service owners to improve service delivery and customer experience.
- Assist in the design and enhancement of employee and customer-facing service portals.
Confluence Administration
- Manage spaces, permissions, templates, and content organization.
- Develop and maintain knowledge management structures and documentation standards.
- Support integration between Confluence and Jira to improve collaboration and visibility.
Automation & Integrations
- Develop and maintain automation rules that streamline business and operational processes.
- Configure and support integrations between Atlassian products and third-party systems.
- Utilize REST APIs, webhooks, and Marketplace applications to extend platform capabilities.
- Identify opportunities to reduce manual effort through automation and workflow optimization.
User Support & Enablement
- Provide Tier 2 and Tier 3 support for Atlassian platform issues.
- Troubleshoot system, configuration, and workflow-related problems.
- Train users on platform capabilities and best practices.
- Create documentation and knowledge resources to improve self-service capabilities.
Platform Maintenance & Security
- Manage permissions, roles, groups, and access controls.
- Support audit, compliance, and security requirements.
- Monitor system health and usage trends.
- Participate in testing and deployment of new functionality and platform enhancements.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, Engineering, or related field, or equivalent experience.
- 4+ years of experience administering, designing, and supporting Atlassian platforms in enterprise environments.
- 4+ years of experience with Jira Service Management (JSM) and IT Service Management (ITSM) best practices.
- Deep expertise in Jira Cloud administration, workflow architecture, permissions, automation, and governance.
- Advanced experience with Confluence administration, knowledge management, and enterprise collaboration strategies.
- Strong experience designing and implementing enterprise-scale automations and integrations.
- Hands-on experience utilizing REST APIs, webhooks, and integration technologies.
