Provide IT support, Configuration, maintenance, consulting and administration of Atlassian Products – Confluence and JIRA.
Manage our team's support queue of our Atlassian Products – Confleunce & JIRA in our support channels, focusing on technical requests and providing optimal solutions for our customers.
Utilize your problem-solving skills and in-depth knowledge of our apps to address customer challenges, offering alternate strategies or workarounds when needed.
Investigate and replicate customer issues, including bugs, to identify and address their root causes and also involve the right person to fix the problems.
Pinpoint and translate support tickets into clear feature requests, bug reports, and suggestions for improvement.
Evaluate and manage the usage of Atlassian products (Confluence and JIRA) add-ons / plugin to meet team and business needs
Spot opportunities for automation and tool support, taking the initiative to implement them and bringing new ideas and initiatives to the table.
Actively contribute to our product documentation by creating new knowledge-based articles, ensuring our customers have comprehensive and up-to-date resources.
Communicate and collaborate with internal/external teams and relevant stakeholders.
Requirements:
Min. 5+ years of experience in IT industries with at least 3 years’ experience in Atlassian Products – Confluence & JIRA
Experience with configuring and supporting integration using necessary tools on Confleunce and/or JIRA.
Comprehensive understanding of SDLC, ITIL, and Agile Frameworks
Excellent interpersonal skills and communication, both written and spoken
Strong facilitation skills, drive for results, attention to quality, and a collaborative attitude
Solid work ethic and the ability to work with diverse teams across different time zones
Ability to take ownership and also adapt to changing priorities
