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Role Based Jira, Jira Service Desk, and Confluence Training Strategy

When considering your Atlassian product training strategy, select content that’s specific to each user’s role and delivered in manageable pieces. Different types of users need different information, different levels of detail, and need it delivered at different times. It’s tempting to gather everyone in a big room for a marathon training class. But it’s much smarter to offer role-specific information in small, digestible, and progressive pieces.

Progressive, Role-based Training

In the beginning, a brand new user just needs to know the basics.  Answer questions like:  “What is this application?”, “How do I use it?”, and “How do I access it?” Take a look at the agenda in our 30 minute "Intro to Jira" online course, for example. It’s short and specifically designed not to overwhelm new users. The goal is to get them feeling comfortable in the application immediately. Consider that some employees may have used Atlassian applications before. Their previous experience, version, use, and expectations could differ from what’s expected in your organization.


Intro to Jira Agenda

As part of initial training, give new users a simple homework assignment. Here’s an example: (1) to log into the application, (2) bookmark it in the browser, and (3) create a Jira issue, a Confluence page, or a Jira Service Desk request. You can test whether their creation meets the needs of the organization. This is a great time to catch problems before they turn into bad habits. Look for future trouble like missing an important issue field, creating a page in the wrong global space, or providing vague request details.

Once the user understands the basics start adding additional content. Select new content based on user role, how they’ll use the software, and skills they’ll need to do their regular job. Time the content delivery so they can learn little by little without impacting their other work.

User Types and Roles

Here are some additional user types and content recommendations:

  • The regular or occasional user needs info about sharing and organizing their data, creating filter subscriptions, linking, and logging time.
  • The power user wants information about basic & advanced search, JQL, and bulk changes.
  • Team leads, project managers, and scrum masters want to know about views like dashboards, boards, and reports.
  • Service Desk Agents want to understand service level agreements (SLAs) and how to use JSD features to support their customers.
  • Application admins want information about configuration, performance, effective workflows, best practices, mistakes, and certification.

Delivering information progressively, and based on roles, lets you quickly and effectively train users. They can put the info into practice immediately and won’t forget everything they learned by the end of the day.

1 comment

Kat Marketplace Partner Oct 29, 2019

Great timing Rachel. I am working on updating my on-boarding material.


I lie ... it is always good timing as I am always updating this material.

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