System Engineer NY

Role:
Systems Engineer
Team:
Collaboration, Automation and Social Tools (CAST)

We are looking for a highly motivated and detail-oriented Operational Support Engineer or an enthusiastic and quick-learning Enterprise Collaboration & Workflow Engineer to join our team. This role is crucial for maintaining and enhancing the smooth operation of our key internal platforms, primarily focusing on Atlassian products (Jira, Confluence) and Slack, with additional support for Bonita BPM Platform, Sinequa, and various integration platforms.

The ideal candidate will provide first and second-line technical support, troubleshoot issues, manage user access, and contribute to the overall efficiency of our operational tools, addressing challenges ranging from simple user issues to complex problems. This position requires active monitoring of support channels and participation in an on-call rotation, offering exciting opportunities to work with cutting-edge technologies and make a significant impact on our organization's productivity and efficiency.

• Atlassian Suite Administration:
  Administer, configure, and meticulously maintain our Jira and Confluence instances. This includes comprehensive user management, meticulous permission control, intricate workflow design and optimization, and ensuring data integrity and system performance.
• Slack Workspace Management:
  Manage all aspects of Slack workspace administration, including strategic channel management, efficient user provisioning and de-provisioning, and the rigorous implementation and enforcement of security policies to safeguard organizational data.
• Bonita Platform Support:
  Provide robust support and ongoing maintenance for the Bonita BPM platform, ensuring its stable operation and effective utilization for critical business process automation initiatives.
• Technical Support & Troubleshooting:
  Serve as a primary point of contact for collaboration tool issues, providing both first and second-line technical support. This involves comprehensive troubleshooting, issue resolution, and effective management of user access across all collaboration tools to minimize downtime and optimize user experience.
• Custom Scripting & Automation:
  Develop sophisticated custom scripts utilizing Groovy for advanced Jira customizations and robust Python scripts for various automation tasks, enhancing system functionality and efficiency.
• Slack Integrations:
  Design, develop, and manage complex Slack integrations leveraging APIs and bot frameworks to streamline communication and automate routine tasks.
• Documentation & Knowledge Management:
  Create and maintain comprehensive documentation covering common issues, detailed operational procedures, and user guides to foster self-service and improve overall system understanding.
• On-Call Rotation & Monitoring:
  Actively participate in an on-call rotation schedule and diligently monitor support channels to ensure prompt response and resolution of critical issues outside of standard business hours.

• Enterprise Collaboration Tool
  
  Experience:
  
  Demonstrated experience in administering and providing technical support for Jira, Confluence, and Slack within a dynamic enterprise environment.
• Programming & Scripting Proficiency:
  Proficiency in Groovy scripting (or Java) specifically for Jira customizations and strong, demonstrable programming skills in Python for automation and system integration.
• Workflow & BPM Expertise:
  Solid knowledge and practical experience with workflow management concepts and Business Process Management (BPM) tools, with a strong preference for candidates experienced with Bonita.
• Database Knowledge:
  Database Management:
  Knowledge of database technologies, with hands-on experience managing databases for application backends and resolving data-related issues.
• Linux Operating Systems:
  In-depth knowledge of Linux operating systems, including system administration, scripting, and troubleshooting.
• Problem-Solving & Communication:
  Excellent critical thinking, analytical problem-solving capabilities, and superior verbal and written communication skills to effectively collaborate with technical and non-technical stakeholders.
• Educational Background: A Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a closely related technical field.

• Authentication Systems: A strong understanding of various authentication systems, including Single Sign-On (SSO/SAML) and directory services like Active Directory/LDAP.
• Web Infrastructure:
  Knowledge of web infrastructure components such as nginx and other web server technologies.
• API Knowledge:
  Familiarity with REST APIs and webhooks for integrating diverse systems and services.
• AI/ML
  
  Experience:
  
  Practical experience utilizing Large Language Models (LLMs) and Generative AI (GenAI), including proficiency in prompt engineering.

This is a remote position.