Service Desk Technician

At Horizontal Digital, we hold ourselves to one key belief: You’re only as good as your worst customer experience. This mantra is what drives our digital consultancy to think beyond the easy answers and instead create websites, apps, portals and other experiences that solve customer needs for Fortune 500 companies in intuitive and empathetic ways. And we make this lofty standard a reality by fusing strategy, data, design and technology together to arrive at solutions that set the bar higher for everyone.

**We use these values to fuel superior results**:
**Lock arms**

We forge relationships that make our impact 1,000x stronger. This means working across departments and engaging both our clients and our communities to deliver the greatest good.

**Show hustle**
We’re not ones to sit on our hands and wait. Instead, we anticipate opportunities, collectively roll up our sleeves and find ways to execute the exceptional.

**Embrace change**
From new technologies to workplace philosophies, we welcome the unexpected and constantly anticipate what’s next.

**Elevate empathy**
We listen before we take action. This means understanding a variety of perspectives and holding ourselves to a higher standard of accountability**.**

**Never settle**
We motivate each other to push past the easy answers and collectively arrive at bigger, more inspiring ideas.

But enough about us. Let’s talk about you.

The Managed Services Team includes the Service Desk Technicians, who provide technical support for all Atlassian Products. As the primary point of contact for all clients, they receive tickets from clients, identify issues, analyze them, and assign them to the Infrastructure & Application team. They are in responsible for addressing issues that Atlassian Products' end users come across.

**What you’ll do**:
Configuration, maintenance, and administration of Atlassian products (Jira, Confluence, Bitbucket, Jira Service Desk)

As part of the 24*7 support team, you will be working in different shifts to support customers.

Maintain JIRA projects, advanced custom workflows, and permissions.

Create comprehensive JIRA workflows, permission schemes, and notification schemes.

Work with business users to evaluate JIRA and Confluence plug-ins, determine licensing needs, and perform testing, installation, and configuration of the plug-ins.

Evaluate and manage the usage of Atlassian add-ons to meet team and business needs.

Work with development and design teams to identify procedural efficiencies, such as with Jira Workflows, custom fields, etc.

Excellent in handling Change and Configuration Management Processes.

Aware of industry best practices Generate documentation on workflows and processes implemented in JIRA to support runbooks.

Train and support users on the best practices for using the Atlassian toolset.

Train end users on JIRA features during project deployments and with ongoing support

Ability to use monitoring and other tools to diagnose performance issues.

To perform monthly reports of JIRA/Confluence

**Who you are**:
4+ years of experience in Jira, Confluence administration and customization.

Experience working with executive-level customers.

Collaborative approach.

**What you bring**:
ITIL Foundation certification. _(Added advantage)_

Jira certifications - (ACP-100, ACP-420, ACP-120). _(Added advantage)_

The above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.