JIRA Migration Admin

Location: Berkeley Heights, NJ / Alpharetta, GA / Omaha, NE

Job Type: Contract

On-Site: On-Site

Job Title: JIRA Migration Admin

• Experience managing in Data Center and migrating to Cloud environments.
• Own, troubleshoot, and solve complex customer technical issues using collaboration and troubleshooting best practices; maintain updates on the case.
• Error diagnosis (code review if needed), debugging, validation, and root cause analysis.
• Enable replication of issues to verify product-related bugs.
• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/engineer experience.
• Drive technical collaboration & engagement outside of Fiserv with our internal and external partners.
• Provide technical leadership and mentoring for Support Engineers.
• Act as the primary point of contact for local JIRA Admin escalation.

• Customer Focus & Adaptability
• Effective communication
• Team and Collaborative Working
• Process re‑engineering with a solution mindset
• Learning Aptitude

• 4+ years of experience in Technical Support, Software Services, and/or system administration for a large end‑user community.
• 2‑3+ years of experience working with Jira and Confluence Data Center (preferably on AWS hosted instances).
• Proven track record migrating JIRA and/or Confluence from older instances.
• Proven track record de‑escalating difficult situations with customers, working with executive levels.
• Proven track record of multi‑tasking between tickets and mentoring of junior team members.
• Experience in mentoring other support engineers to grow their technical and troubleshooting skills.
• Has supported customers over email, phone, and screen‑shares.
• Experience working in a high case volume environment and ability to prioritize.
• Coordinating training for new hires and conducting training using the skill gap analysis.

• Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
• Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.
• An understanding of Network terminologies such as DNS, DHCP, basic network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying network issues.
• Experience understanding and supporting Java‑based apps, being able to analyze/troubleshoot stack trace and Java‑based exceptions.