Jira and Confluence Administrator

We are looking for a Jira and Confluence Administrator to join a lean, new team specializing in Jira administration. We will trust in your experience to help manage the environment and make major decisions on how these products can be used to their fullest potential by colleagues across the firm. 

Also, part of this role includes learning and supporting Service Desk Plus (manage engine) tool. You will help maintain, upgrade, grow, propose improvements, and operate the Atlassian application infrastructure itself, along with implementing new workflows and supporting our existing Jira workflows and business processes. 

Both Jira and Confluence are important tools for helping us work together. With your expertise, we will ensure our business processes are followed in a consistent and timely manner, approved correctly, and remain searchable and auditable for future reference. 
 

Job role and responsibilities: 

• In accordance with the Global Support Model, take ownership for L2 support for global Jira Software & Confluence within the global IT services as outlined below and triage to the appropriate engineers  

• Liaise appropriately with L3 support engineers to resolve key tickets and troubleshoot problems  

• User access management and licenses administrator in Jira Software & Confluence.  

• Support script development using deluge or Python language 

• Act as escalation point for other support tickets e.g. ManageEngine Service Desk Plus, with L3 support engineers where required to ensure that agreed service levels are met, including delivery of customer focused support, systems monitoring, incident, request, change and problem management 

SKILLS AND EXPERIENCE REQUIRED: 

• ITIL Service Management Framework knowledge (ITIL v3 Foundation preferred)  

• Working knowledge of Jira Software; preferably as Jira administrator or working towards this  

• Working knowledge of Confluence; preferably as Confluence administrator or working towards this  

• Service Desk Plus basic knowledge  

• To be able to follow and assist with continual improvement of Global Operational Documentation and Support Processes and Procedures  

• Experience with Continual Service Improvement initiatives  

• Strong customer-service orientation.  

• Proven analytical and problem-solving abilities  

• Ability to effectively prioritize and execute tasks in a high-pressure environment  

• Strong interpersonal and oral communication skills  

• Adept at reading, writing, and interpreting technical documentation and procedure manuals  

• Ability to conduct research into software issues and products as required  

• Ability to present ideas and solutions in user-friendly language  

• Self-motivated, ability to identify and resolve issues with minimal oversight  

• Keen attention to detail  

• Skilled at working within a team-oriented, collaborative environment  

• Fluency in English required  

• Leadership skills 
   

Join our Team: 

• A friendly, rewarding environment with the ability to make important decisions. 

• Competitive remuneration package, career growth opportunities, and comprehensive benefits. 

• Excellent culture that rewards its employees for their hard work and dedication.