In the role of an Applications Engineer within the Business Process Team, with a focus on Jira and Confluence, your responsibilities will involve collaborating with users from various departments across the organization. Your primary tasks will include actively gathering user feedback, contributing to the development of tailored solutions, and enhancing our systems to effectively support their needs. You should be a well-rounded professional who combines technical skills with a user-centric mindset to drive efficiency, collaboration, and business success through these tools.
What you'll do
- Customize and enhance the user experience of Jira and Confluence
- Configure and manage Jira to align with business processes within best practices
- Utilize your knowledge of the tools to troubleshoot technical issues and optimize system performance.
- Communicate effectively with users to gather requirements, understand pain points, and provide support for ops tickets and larger initiatives.
- Listen actively to user feedback and incorporate it into system improvements.
- Empathize with user needs to deliver solutions that cater to their requirements.
Problem Solving and Analytical Skills:
- Diagnose and resolve issues related to Jira and Confluence, both at the user interface and technical infrastructure levels.
- Analyze complex problems, identify root causes, and propose effective solutions.
Collaboration and Teamwork:
- Collaborate with cross-functional teams to integrate tools effectively with business processes
- Share expertise and knowledge with colleagues to promote effective tool usage and best practices
- Manage tasks and projects efficiently, set priorities, and meet deadlines.
- Maintain accurate documentation of configurations, customizations, and solutions.
Creativity and Innovation:
- Propose innovative ways to utilize Jira and Confluence to solve business challenges and improve collaboration.
Attention to Detail:
- Ensure accuracy in configurations, customizations, and documentation to prevent errors.
- Provide exceptional customer service, addressing user needs and ensuring their satisfaction.
What You Will Bring:
- 3+ years of experience as a Jira and Confluence system administrator using Jira software and JSM
- Bachelors degree in Computer Network, Systems Administration or related degree
- A deep understanding of the functionalities, features, and configurations of Jira and Confluence, both on the front end (user interface) and back end (administration, customization, integration). This includes software and JSM configurations, workflows, security schemes, fields, dashboards, reports, insight objects, and boards.
- Knowledge of back-end aspects, including databases, APIs, and integration.
- Strong communication skills to understand user requirements and provide clear instructions - high level of spoken and written English
- Active listening ability to gather user feedback and insights.
- Empathy to connect with users and create user-friendly solutions.
- Self-motivated personality with a strong autonomous work ethic
- Problem-solving skills to diagnose and resolve technical issues.
- Analytical thinking to identify underlying causes of problems.
- Ability to work in a constantly changing environment
- Willingness to learn and stay current with evolving tools and technologies.
- Ability to work in cross-functional teams and share knowledge with colleagues.
Project Management Skills:
- Effective time management and organization to handle multiple tasks.
- Creativity to suggest novel solutions using Jira and Confluence.
Attention to Detail:
- Precision in work to ensure high-quality outcomes.
- Commitment to delivering solutions aligned with user needs and expectations.
Nice to have:
- Experience with Jira Data Center
- Atlassian Jira university certifications.