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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