Atlassian Subject Matter Expert

SABEL SYSTEMS TECHNOLOGY SOLUTIONS LLC • Beavercreek, OH

2d • Onsite

About The Position

Sabel Systems is hiring an Atlassian Subject Matter Expert to support customers using Jira, Confluence, and Jira Service Management (JSM). The role includes migrating data from Atlassian Data Center Edge (on-premises) to an Atlassian Data Center Microsoft Azure environment; troubleshooting customer configurations; building and maintaining Atlassian workflows, boards, automations, pages, dashboards, and filters; and providing timely technical support and documentation. The SME works directly with customers through Microsoft Teams, email, and demonstrations, and coordinates with internal teammates to share troubleshooting knowledge. The position is based at the Beavercreek office, with travel of up to 10% (approximately one week per quarter).

Requirements

• U.S. citizenship and ability to obtain at least a Secret-level security clearance.
• Strong spoken and written English skills.
• At least 5 years of Jira, Confluence, and Jira Service Management experience.
• At least 3 years of Atlassian data migration experience.
• Experience using Adaptavist ScriptRunner for workflow customizations, field behaviors, custom listeners, and automations.
• Ability to create JQL and CQL filters.
• Strong experience troubleshooting and explaining Jira, Confluence, and Jira Service Management.
• Proficiency with Microsoft Office 365.
• Ability to travel approximately one week per quarter, up to 10% of the time.

Nice To Haves

• Bachelor’s degree and at least 2 years of technical support or technical customer service experience.
• DoW knowledge or experience.
• Atlassian training, badges, or Jira certifications.
• High-level understanding of technology.
• Experience with Agile processes and practices.
• Experience with configuration management.
• Experience working in technical support.

Responsibilities

• Migrate data from Atlassian Data Center Edge (on-premises) to an Atlassian Data Center Microsoft Azure environment.
• Work with customers through Microsoft Teams or email to understand concerns and troubleshoot Jira, Confluence, and Jira Service Management configuration changes.
• Configure Jira workflows, issue types, board filters, custom screens and fields, components, swimlanes, boards, and board permissions.
• Build custom Jira and Jira Service Management automations and configure Jira Plans/Roadmaps.
• Create Confluence pages, dashboards, metrics, and document repositories, including macros to help customers develop dashboards and metrics.
• Explain the utility of configuring a Jira Kanban board versus a Scrum board.
• Use Adaptavist ScriptRunner to create workflow customizations, field behaviors, custom listeners, and automations.
• Create Jira Query Language (JQL) and Confluence Query Language (CQL) filters.
• Follow service-level agreement policies, respond to support requests in a timely manner, and follow up with customers to ensure a satisfactory support experience.
• Document new customer troubleshooting solutions in Confluence and share solutions with internal teammates.
• Research potential solutions using Atlassian community pages or web searches.
• Create Jira, Confluence, or Jira Service Management how-to guides and presentations when requested, proofreading them before release.
• Write user troubleshooting instructions when solutions are discovered and share them with the internal Sabel team.
• Coordinate customer meetings, send Microsoft Teams invitations, attend calls on time, and schedule and attend follow-up meetings as needed.
• Attend daily stand-ups, Sprint Reviews, Retrospectives, and other team meetings on time.
• Maintain professional communications and appearance with customers and teammates; respond to emails and participate in Microsoft Teams calls promptly.
• Conduct remote or in-person Jira, Confluence, and Jira Service Management demonstrations as required.
• Manage daily work tasks using a Jira board and SharePoint or a Jira Service Management technical support ticketing system.

Benefits

• Healthcare
• Financial assistance in the event of illness, injury, disability, loss of work, or death
• Health savings accounts
• Retirement plans
• Paid time off
• Paid holidays
• Education and training program reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed