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The Atlassian Tech Support role provides the following services (primarily for the Technology team):
Troubleshooting:
Support queue can include (but is not necessarily limited to) the following topics/questions:
- Access issues- Some Atlasssian account setup questions. Often requires interaction with other Information Security and/or Infrastructure/DevOps teams (mainly IdentityNow / Okta) to facilitate user setup/configuration
- Application-specific questions- How do I? questions (primarily in Jira)
- Plug-in requests- The Atlassian platform allows users to employ a large array of plug-in utilities. Most of these require additional licensing and are normally rejected, but there remains a need to field the questions and connect with the Atlassian Product Owner (Office of the CTO) to assess value/need.
Status Reports / Dashboards:
- Provide periodic (monthly, quarterly, etc.) views of queue health and status.
Roadmap / Continuous Improvement:
- Work to continuously improve the Atlassian experience for users and leaders
- Clean up unused projects/configuration items on a regular basis
- Develop improved project templates for different Jira user groups
- Maintain and align with leadership on a roadmap for larger improvements / cleanup efforts