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Application Support Engineer
9 hours ago
ROLES & RESPONSIBILITIES
JOB SUMMARY -
The Jira Systems Administrator (III) is a member of the Operations Governance & Continuous Improvement Team. This individual works closely with OGCI Jira Systems Administrators, Operations Leadership and other key stakeholders as necessary. They are primarily responsible for the development, maintenance and resolution of support requests for the Operations & Operations Shared Services governance of Jira. Additionally, this individual will need to understand company practices and resources as a whole, and will also need to understand the roles of all employees within workgroups. This individual will need to understand process workflows, anticipate future needs, and take initiative. This individual must be highly organized and be able to prioritize and meet short deadlines. This individual will also need to produce high quality reporting dashboards / custom reports, supporting documentation and internal communications. This individual must be able to schedule, attend & in some instances facilitate meetings and Jira logistics.
ESSENTIAL DUTIES AND RESPONSIBILITIES -
- Serves as a people manager and/or provides guidance and support to Associate Jira Systems Administrators
- Acts as a mentor and escalation point for advanced Jira/Confluence support needs
- Work with key operational stakeholders to understand and document requirements for the development of new Jira issue types, workflows, dashboards and reports
- Work with key operational stakeholders to assess and identify downstream impacts to other systems and teams and ultimately proposes and implements scalable configuration supporting best practices that meet business requirements
- Develop & maintain cross-functional process flows using tools like Visio to represent current / expected state of Jira workflows that will be required to support Operations
- Maintain, troubleshoot and provide support to Operations / Operations Shared Services utilization for Atlassian product add-ons
- Develop & maintain custom issue types and workflows
- Create, monitor and maintain global dashboards and filters in Jira / Confluence using JQL and SQL
- Create and maintain documentation to support new or enhanced Jira processes, projects, issue types or workflows
- Triage and respond to Jira / Confluence support requests that cannot be solutioned by Associate Jira Systems Administrator I/II roles
- Recognizes and addresses support trends, identifying opportunities for automation and advanced configuration
- Develop a thorough understanding of the Jira / Confluence application in the Operations Governance & Continuous Improvement environment
- Create, update and close all assigned internal team Jira / Confluence support requests
- Assist with strategic planning, systems integration and manageability issues
- Lead Jira / Confluence Office Hours
- Assist with assigned projects as assigned
- Perform other job-related duties as assigned
REQUIRED SKILLS AND ABILITIES -
- Able to effectively align and manage projects, including related tasks and associated project resources
- Collaborates well with team members by being open to questions, providing effective coaching, and maintaining a positive team environment
- Ability to effectively compose and understand configuration documentation aligned to Atlassian tools (Jira / Confluence)
- Customer focus/service orientation
- Excellent written and verbal communication skills
- Continuous improvement and teamwork mindset
- Superior Microsoft suite skills
- SQL and JQL knowledge required
- Python knowledge a plus
- Strong attention to detail and accuracy
- Experienced time management skills, including the ability to run many projects simultaneously
- Ability to relate Active Directory alignments to user access of Atlassian and other Ops leveraged systems
- Ability to recognize trends in issues that signal Level 2 or 3 support and/or automation opportunities
- Ability to prioritize workload
- Solid organizational skills
- Excellent customer service skills
- Ability to be flexible and work under pressure to meet strict deadlines in a team environment
- Must be a self-starter
- Strong interpersonal, entrepreneurial and collaborative skills
- Ability to carry out assigned projects to their completion; ability to establish and maintain effective working relationships with co-workers, customers, prospective customers and vendors; ability to maintain confidential and sensitive information; ability to understand and follow instructions
KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS-
§ Knowledge of the Health & Welfare industry, benefit outsourcing systems, business processes and capabilities and services, operations, and delivery
§ Basic knowledge of continuous improvement concepts
§ Understanding of data analytics and factors impacting quality data
§ Understanding of project management tools and techniques, following best practice to initiate, take responsibility for, and achieve defined project outcomes
§ Learning agility supports the ability to effectively work on projects across multiple business units
§ Experience managing multifaceted projects.
§ Previous benefits administration and strong project management experience preferred.
§ Bachelor of Science (degree preferred, but not required), or related technical certifications in Jira, or experience in similar role can be used in place of education
§ Jira ACP-600 certification preferred or 1-3 years of similar role experience
§ Experience with Atlassian or other related documentation management / workflow management tool/s
§ Experience with MS Office, Excel, PPT
§ Exposure to software configuration and/or workflow configuration and/or systems administration configuration
§ Or, any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
Disclaimer: Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any time.
EXPERIENCE
6-8 Years
SKILLS
Primary Skill: Application Support Engineer
Sub Skill(s): Application Support Engineer
Additional Skill(s): Atlassian Confluence, JIRA, Application Engineer, Application Support Engineer, Atlassian Opsgenie
ABOUT THE COMPANY
Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, telecom, and retail & CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).
Infogain, an Apax Funds portfolio company, has offices in California, Washington, Texas, the UK, the UAE, and Singapore, with delivery centers in Seattle, Houston, Austin, Kraków, Noida, Gurgaon, Mumbai, Pune, and Bengaluru.
