Job Description

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 to resolve technical issues and respond to requests for support.
• Mentor junior Analysts.
• Analyze business process potentials 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.

• Proven experience as a key technical resource leading the design, configuration, testing, implementation, and operation of Jira Service Management solutions required.
• Atlassian Administration experience required for tools, such as: Confluence, Jira Service Management, and Jira Software including 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 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).

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