JIRA Senior Developer; Berkeley Heights, NJ​/Alpharetta, GA​/Omaha, NE​/Frisco, TX

Overview

JIRA Migration Administrator:
Will be asked to engage with other team members, providing insight, guidance, and thought leadership. The main function of the JIRA Administrator will be to provide system admin support for Atlassian tools such as Jira and Confluence and drive increased user adoption through continuous improvements within the toolset. Candidate will possess automation, script development, reporting skills and champion technology/tools that improve processes and provide efficiency.

• Act as the primary point of contact for local JIRA Admin escalation
• Provide system admin support for Atlassian tools (Jira, Confluence) and drive increased user adoption through continuous improvements within the toolset
• Own, troubleshoot, and solve complex customer technical issues, using collaboration and troubleshooting best practices, maintaining updates on the case
• 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 and engagement outside of the organization with internal and external partners
• Provide technical leadership and mentoring for Support Engineers
• Coordinate and support training for new hires and ongoing knowledge sharing

• Experience managing Data Center environments and migrating to Cloud environments
• 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, including executive-level interactions
• Proven ability to multitask between tickets and mentor junior team members
• Experience mentoring other support engineers to grow their technical and troubleshooting skills
• Experience supporting customers over email, phone, and screen-share
• Experience working in a high case volume environment and ability to prioritize
• Coordinating training for new hires and conducting training using skill gap analyses
• Demonstrated technical competence with databases and the ability to write and update SQL queries
• Understanding of network terminologies (DNS, DHCP), basic network troubleshooting commands, SSL, proxies, firewalls, and identifying underlying network issues

• Experience with APIs and REST concepts
• Experience working with Jira Service Management
• Experience working with Splunk, Dynatrace, and other monitoring/analytics tools
• Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML
• Familiarity with AWS Cloud technologies
• Experience working in a Linux environment
• Ability to read/write Python scripts or Ansible playbooks
• Understanding Service Now, Aha, qTest, Git Hub/Git Lab, and Ansible integrations