Application Atlassian Support
3 weeks ago
Title: Application End-User Support
Location: Remote Work / Bangalore
Type: Full Time with our client
Salary: Market INR
Client – Our client is a global leader in healthcare solutions and has around 5,000 employees in many countries.
Key: Hands on experience with Atlassian Admin / Jira… setting up worklow, customization etc…
Duties and Responsibilities
Manages users in various applications, including Atlassian Admin, Bitbucket, Solidworks, Cadence, and Vivado. Establishes details to ensure proper assignment of Roles, Permissions, and Licenses.
Supports users in proper setup and management of their spaces in Confluence.
Supports R&D leads in configuration and administration of Jira Projects and Workflows.
Supports general administration of Atlassian solutions, Solidworks, Vivado, Cadence, and other R&D applications.
Reviews application error logs to identify issues. Clearly raises issues to appropriate team members for resolution.
Monitors and assigns incidents and service request tickets from end users for resolution.
Works with the end user to ensure a full understanding of the incident or request reported, including review of screen shots, reproducing the issue, reviewing error logs, and troubleshooting
Sets clear expectations with the end user and provides frequent updates on status and next steps.
Diagnoses, clearly documents, and resolves user incidents and requests.
Opens, tracks, and manages support requests with other internal IT teams (Infrastructure, Networking, etc) and external vendors as needed to resolve user requests or issues.
Establishes and maintains knowledge articles to continuously improve our support processes and capabilities.
Identifies trends in incidents or requests that present opportunities for us to improve the overall user experience through system enhancements or ticketing automation.
Works collaboratively across our IT team to get support (from peers or escalations) and offer support when others need it.
Supports our mission of protecting patients in their most critical moments by ensuring our business users are setup for success in our R&D, CRM, QMS, and PLM systems – which our users depend on every day to support this mission.
Years of Related Experience:
At least 3-7 years’ experience in application administration with demonstrated capability in managing users and end user requests and incidents to resolution.
Specific experience with administration or use of Atlassian Jira, Confluence, and Bitbucket a plus
Specific experience with administration of Solidworks, Cadence, or Vivado a plus
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