Jira Administrator (Level 2)

Title: Jira Administrator (Level 2)

Location: Alpharetta, GA and Omaha, NE
Duration: 12 Months+
Rate: Negotiable

Responsibilities:
Own, troubleshoot, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency within and across teams, maintain updates on the JIRA or Confluence tickets and enhancement requests.
Error diagnosis (code review if needed), debugging, validation, and root cause analysis in Atlassian products.
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 our Client with our internal and external partners
Provide technical leadership and mentoring for Junior JIRA admins.
Act as the primary point of contact for local technical escalation.

Competencies:
Customer Focus & Adaptability
Effective communication
Team and Collaborative Working
Process re-engineering with a Solution mindset
Learning Aptitude

Skills
Required Experience:
1. 8+ years of experience in Technical Support, Software Services, and/or system administration for a large end-user community related to the Atlassian suite (JIRA, Confluence and/or Bitbucket).
2. 5 years of experience working with Jira and Confluence Data Center (preferably on AWS hosted instances)
3. Proven track record migrating JIRA and/or Confluence from older instances.
4. Proven track record to de-escalate difficult situations with customers, working with executive levels
5. Proven track record of multi-tasking between tickets and mentoring of junior team members.
6. Experience in mentoring other support engineers to grow their technical and troubleshooting skills.
7. Has supported customers over email, phone, and screen-shares.
8. Experience working in a high case volume environment and ability to prioritize.
9. Coordinating training for new hires and conducting training using the skill gap analysis.

Must have Skills:
1. Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
2. Experience with APIs and REST calls.
3. Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.
4. An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
5. Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.
6. Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.

Nice to have Skills:
1. Experience working with Jira Service Manager
2. Experience working with Splunk, Dynatrace, Clarity
3. Familiarity with AWS Cloud technologies.
4. Experience working in a Linux environment.
5. Ability to read/write python scripts or Ansible playbooks.
6. Understanding ServiceNow, Aha, Flomatika, Allstack, and/or SailPoint integrations