Job Description

• This role has an emphasis on Jira and Confluence Administration plus leading the analysis, design, configuration, testing, implementation, and operation of Jira Service Management solutions

Main Objective:

Responsible for designing and/or configure, analyze, implement, test, and maintain the organization’s on-premises and cloud computing applications.

Essential Duties and Responsibilities:

• Participate in application configuration, analysis, management, and maintenance in an enterprise environment, including (where applicable):
• Access administration and user onboarding.
• Issue resolution, patching, and performance monitoring.
• Reliability, backup, disaster recovery, and business continuity.
• Monitor system logs for unusual activity and escalate or make recommendations for resolution.
• Participate in infrastructure projects to provide application specifications and requirements, as well as operational, run book, and capacity planning information.
• Support user training activities.
• Adhere to Quality System Procedures and Change Control.
• Provide application end user support.
• Respond, resolve, or escalate reported incidents.
• Under management direction, may participate as SME for audits.
• Responsible for coordinating application needs from back-end platforms through user interface.
• Ensure stability, integration, and integrity of production systems.
• Complete all QA Non-Conformance and Corrective Actions in a timely manner, as required.
• Participate in assessment of application security and identity management requirements, where applicable.

Education/ Experience

• Bachelor’s degree required
• 5 + years of relevant work experience required

Additional Duties & Responsibilities

• Document system requirements, define scope and objectives, and create system specifications.
• Familiar with standard concepts, practices, and procedures of cloud technology, including Software as a Service (SaaS), Platform as a Service (PaaS), Infrastructure as a Service (IaaS).
• Create and maintain application operational and instructional documentation as necessary.
• Provide Level 2 and Level 3 on-call coverage support.
• Monitor, record, investigate, and diagnose system faults and errors aimed at resolving technical issues and responding to requests for support.
• Mentor junior Analysts.
• Analyze business process potential for streamlining and improvements in efficiencies.
• Work with IT management and Business Analysts to provide direction in large cross-functional teams.
• Provide technical training assistance for users, applications programming team, and other staff.

Specialized Skills

• Proven experience as a key technical resource leading the design, configuration, testing, implementation, and operation of Jira Service Management solutions required. Experience with JSM Assets is a plus.
• Atlassian Administration experience required for tools, such as: Confluence, Jira, and Jira Service Management including experience creating advanced automations and workflows.
• Strong technical analysis and process development experience required to define and develop “to be” business value-driven solutions. Experience with ITIL processes & CMDB, ITAM is a plus.
• Excellent communication skills and customer service orientation.
• Experience with Agile and Scrum and working on projects where multiple functions work in a matrix structure is a plus.
• IT experience in a regulated environment preferred (Medical Device manufacturing industry experience is a plus).

Machine, Tools, and/or Equipment Skills:

Work with standard current computer applications, including but not limited to collaboration tools, email, word processing, spreadsheets, project management tools, diagramming tools; as well as Enterprise applications (where applicable): ERP, PLM, DMS, HRIS, CRM, MES, and BI.

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