About the role
Job Description
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
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.
Additional Information