What we’re lookingfor:
We are seeking a talented and experienced Jira and Confluence Administrator who has a key position inside our internal project management, knowledge bases and ticketing systems ecosystem.
What you’ll be doing:
In this role his main missions are centered around:
- Working with clients to understand requirements and issues and to direct them to the appropriate solution in a timely manner, using a centralized customer support system
- Reproducing errors, issues, or faults as part of investigating a case to determine whether the case is a product problem, a feature request, or a professional services request
- Serving as a point of contact for customer investigations and troubleshooting basic and complex issues
- Providing knowledge transfer and training by sharing best practices and lessons learned with team members and contributing to building a knowledge base
- Providing regular reports to the project team and management regarding the status of cases and recommending next steps for resolution.
Escalating cases as needed.
- Participating in the implementation of new product capabilities. Testing and providing feedback on the functionality of these current capabilities
- Participating in ensuring the platform's QoS and playing a proactive role in implementing measures aimed at preventing potential malfunctions or security issues at the level of the covered services
- Implement new projects and spaces, service desks; resolve complex issues related to the Jira, Confluence and JSM tools (e.g. custom fields, workflows, automations, scripted fields, etc.). You will also be in charge with supporting the users in their specific requests concerning the Atlassian suite.
In order to perform this activity, you will have to follow an internal process:
- Qualify the users requests received via our internal ticketing tool
- Implement the requested changes or fix eventual bugs
- Coordinate with the other platform admin