Role: Atlassian Product Support Specialist

Department: IT / Enterprise Applications

Reports to: IT Manager / Atlassian Platform Lead

Employment Type: Contract without PF

Location: Remote

About the Role

We are looking for a hands-on Atlassian Product Support Specialist to administer, configure, and continuously improve our Atlassian toolset (Jira, Confluence, Jira Service Management, Bitbucket, and related apps). This is not a purely reactive help-desk role you'll be embedded in project work, building workflows, automations, and integrations that directly support engineering, product, and business teams. The ideal candidate is comfortable both troubleshooting a user's ticket and architecting a new Jira project structure from scratch.

What You'll Do

- Provide day-to-day administration and support for Jira, Confluence, Jira Service Management, and Bitbucket (Cloud and/or Data Center)
- Design, build, and maintain Jira projects, workflows, screens, permission schemes, and custom fields to match team processes
- Configure and optimize Confluence spaces, page templates, and permissions for cross-functional collaboration
- Build and maintain automation rules (Jira Automation, ScriptRunner, or similar) to reduce manual work
- Partner directly with project teams to gather requirements and implement Atlassian-based solutions for new initiatives (e.g., new department onboarding, workflow redesigns, tool migrations)
- Evaluate, install, and configure Atlassian Marketplace apps/plugins; manage licensing and upgrades
- Support integrations between Atlassian tools and other systems (e.g., Slack, ServiceNow, GitHub, CI/CD pipelines, SSO/SAML)
- Troubleshoot and resolve technical issues, permission problems, and performance concerns across the Atlassian suite
- Maintain data hygiene, governance standards, and documentation for configurations, schemes, and processes
- Lead or support migrations (e.g.,



Server to Cloud/Data Center, project restructuring, instance consolidations)
- Train end users and create self-service documentation/onboarding materials
- Monitor system health, licensing compliance, and security best practices

What You'll Bring

Required: Required:

- 3+ years of hands-on Atlassian administration experience (Jira, Confluence required; JSM and/or Bitbucket a plus)
- Demonstrated experience configuring workflows, schemes, custom fields, and automation rules not just using the tools as an end user
- Experience working directly on project implementations (new project setups, migrations, integrations), not just ticket-based support
- Solid understanding of Jira permission/security models and Confluence space administration
- Familiarity with Atlassian Marketplace apps and evaluating/installing third-party plugins
- Robust troubleshooting skills and ability to translate business requirements into tool configurations
- Excellent communication skills — able to work directly with stakeholders across technical and non-technical teams

Preferred:

- Experience with ScriptRunner, Jira Query Language (JQL), and REST API scripting
- Experience with Atlassian Cloud-to-Data Center (or vice versa) migrations
- Familiarity with ITSM/ITIL practices (especially if supporting Jira Service Management)
- Experience integrating Atlassian tools with CI/CD pipelines, Slack, SSO providers, or other enterprise systems
- Atlassian certifications (e.g., ACP-100, ACP-120, ACP-620)
- Basic scripting/programming skills (Groovy, Python, or JavaScript)

What Success Looks Like
- New projects and teams are onboarded to Jira/Confluence smoothly and quickly
- Workflow and automation improvements measurably reduce manual overhead for teams
- Support tickets are resolved efficiently, with root causes addressed (not just symptoms)
- Stakeholders see the Atlassian team as a proactive partner on tooling decisions, not just a support queue

📌 Atlassian Product Support Specialist | Without PF | Contract Role (Lucknow)
🏢 Carnation Infotech
📍 Lucknow