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Jira Administrator

2 weeks ago

Chandigarh, Chandigarh, India Fiserv Full time US$ 90,000 - US$ 1,20,000 per year

What does a successful Application Support Specialist do at Fiserv?

  • Own, troubleshoot, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency within and across teams, maintain updates on the case.
  • Error diagnosis (code review if needed), debugging, validation, and root cause analysis.
  • Enable replication of issues to verify product-related bugs.
  • Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.
  • Drive technical collaboration & engagement outside of Fiserv with our internal and external partners.
  • Provide technical leadership and mentoring for Support Engineers.
  • Act as the primary point of contact for local JIRA Admin escalation
  • On-call rotation and JIRA Engineer lead
  • Competencies:
  • Customer Focus & Adaptability
  • Effective communication
  • Team and Collaborative Working
  • Process re-engineering with a Solution mindset
  • Learning Aptitude

What you need to have:

  • Bachelors degree in computer science preferred.
  • 4+ years of experience in Technical Support, Software Services, and/or system administration for a large end-user community.
  • 2-3+ years of experience working with Jira and Confluence Data Center (preferably on AWS hosted instances)
  • Proven track record migrating JIRA and/or Confluence from older instances.
  • Proven track record to de-escalate difficult situations with customers, working with executive levels.
  • Proven track record of multi-tasking between tickets and mentoring of junior team members.
  • Experience in mentoring other support engineers to grow their technical and troubleshooting skills.
  • Has supported customers over email, phone, and screen-shares.
  • Experience working in a high case volume environment and ability to prioritize.
  • Coordinating training for new hires and conducting training using the skill gap analysis.
  • Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
  • Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.
  • An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
  • Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.

What would be great to have:

  • Experience with APIs and REST calls.
  • Experience working with Jira Service Manager
  • Experience working with Splunk, Dynatrace, Clarity
  • Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.
  • Familiarity with AWS Cloud technologies.
  • Experience working in a Linux environment.
  • Ability to read/write python scripts or Ansible playbooks.
  • Understanding ServiceNow, Aha, Flomatika, and Ansible integrations