Atlassian IT Support Analyst Position OverviewThe Atlassian IT Support Analyst is responsible for triaging and resolving user issues, fulfilling standard service requests, and supporting the ongoing development and architecture of the Atlassian platform (Jira, Confluence, Jira Service Management).This role serves as the front line of support while ensuring high-quality documentation, knowledge management, and continuous improvement of the Atlassian ecosystem. Key ResponsibilitiesIncident Triage & Support Operations

- Serve as primary intake point for Atlassian-related incidents and service requests
- Triage incoming tickets, classify issues, and route appropriately (support vs. dev vs architecture)
- Resolve Tier 1 / Tier 2 issues related to Jira, Confluence, and integrations

Escalate complex issues to development or architecture teams with clear documentation

- Ensure timely resolution aligned to SLAs and business priorities
- Internal processes emphasize structured ticket-based triage, escalation, and resolution workflows

Service Request Fulfillment

- Execute standard requests (e.g., access provisioning, workflow updates, configuration changes)
- Support user onboarding/offboarding and permissions management
- Maintain system integrity while fulfilling requests in a controlled manner

Day-to-day administration and user request handling are core expectations for Atlassian support rolesCollaboration with Development & Architecture Act as the bridge between end users, developers, and architects

- Translate business/user issues into transparent, actionable technical requirements
- Support testing (UAT), releases, and post-deployment validation




- Provide input to improve workflows, automation, and system design

Support roles are expected to collaborate across System Administration and Architecture development to improve scalability and performance
Documentation & Knowledge Management

- Create and maintain:
- User guides and SOPs
- Troubleshooting documentation
- Knowledge base articles in Confluence

- Document all incidents, resolutions, and system changes clearly and consistently
- Contribute to knowledge deflection and self-service enablement

Knowledge management and documentation are foundational to Atlassian service maturity and support scalability Continuous Improvement & Platform Health

- Identify recurring issues and recommend process or system improvements
- Support reporting and analysis of ticket trends, incident volume, and resolution times
- Assist in maintaining platform stability, performance, and usability
- Focus on scalable, measurable, and efficient support models is a core objective of Atlassian service management design

Required Qualifications

- 37 years of experience in IT support or application support roles

Hands-on experience with:

- Jira / Jira Service Management (JSM)
- Confluence
- Strong troubleshooting and analytical skills
- Experience with ticketing systems and ITSM processes (incident, request, change)
- Excellent written and verbal communication skills

Preferred Qualifications

- Experience supporting enterprise-scale Atlassian environments
- Familiarity with:
- Workflow configuration and automation
- API integrations or scripting (basic level)

Knowledge of ITIL frameworks

- Experience supporting Agile development teams

📌 Atlassian IT Support (Hyderabad)
🏢 4sight
📍 Hyderabad