Job Description
Job Description
- This role has an emphasis on Jira and Confluence Administration plus leading the analysis, design, configuration, testing, implementation, and operation of Jira Service Management solutions
Main Objective:
Responsible for designing and/or configure, analyze, implement, test, and maintain the organization’s on-premises and cloud computing applications.
Essential Duties and Responsibilities:
- Participate in application configuration, analysis, management, and maintenance in an enterprise environment, including (where applicable):
- Access administration and user onboarding.
- Issue resolution, patching, and performance monitoring.
- Reliability, backup, disaster recovery, and business continuity.
- Monitor system logs for unusual activity and escalate or make recommendations for resolution.
- Participate in infrastructure projects to provide application specifications and requirements, as well as operational, run book, and capacity planning information.
- Support user training activities.
- Adhere to Quality System Procedures and Change Control.
- Provide application end user support.
- Respond, resolve, or escalate reported incidents.
- Under management direction, may participate as SME for audits.
- Responsible for coordinating application needs from back-end platforms through user interface.
- Ensure stability, integration, and integrity of production systems.
- Complete all QA Non-Conformance and Corrective Actions in a timely manner, as required.
- Participate in assessment of application security and identity management requirements, where applicable.
Education/ Experience
- Bachelor’s degree required
- 5 + years of relevant work experience required
Additional Duties & Responsibilities
- Document system requirements, define scope and objectives, and create system specifications.
- Familiar with standard concepts, practices, and procedures of cloud technology, including Software as a Service (SaaS), Platform as a Service (PaaS), Infrastructure as a Service (IaaS).
- Create and maintain application operational and instructional documentation as necessary.
- Provide Level 2 and Level 3 on-call coverage support.
- Monitor, record, investigate, and diagnose system faults and errors aimed at resolving technical issues and responding to requests for support.
- Mentor junior Analysts.
- Analyze business process potential for streamlining and improvements in efficiencies.
- Work with IT management and Business Analysts to provide direction in large cross-functional teams.
- Provide technical training assistance for users, applications programming team, and other staff.
Specialized Skills
- Proven experience as a key technical resource leading the design, configuration, testing, implementation, and operation of Jira Service Management solutions required. Experience with JSM Assets is a plus.
- Atlassian Administration experience required for tools, such as: Confluence, Jira, and Jira Service Management including experience creating advanced automations and workflows.
- Strong technical analysis and process development experience required to define and develop “to be” business value-driven solutions. Experience with ITIL processes & CMDB, ITAM is a plus.
- Excellent communication skills and customer service orientation.
- Experience with Agile and Scrum and working on projects where multiple functions work in a matrix structure is a plus.
- IT experience in a regulated environment preferred (Medical Device manufacturing industry experience is a plus).
Machine, Tools, and/or Equipment Skills:
Work with standard current computer applications, including but not limited to collaboration tools, email, word processing, spreadsheets, project management tools, diagramming tools; as well as Enterprise applications (where applicable): ERP, PLM, DMS, HRIS, CRM, MES, and BI.
Job Tags
Work experience placement,