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Atlassian Support Engineer

2 months ago

Tacoma, United States 3MD Inc. Full time
Job DescriptionJob Description

Summary of Position:

A Atlassian Support Engineer will be responsible for working with a team to manage the customer requests for Jira project and workflow setups and confluence configuration help and support the day-to-day operations tied to the Atlassian stack.

Essential Functions:

  • Provide application support for JIRA, Confluence and Bitbucket
  • Build custom solutions using Atlassian Plugin SDK and other technologies
  • Analyze, troubleshoot, and resolve application failures and performance issues
  • Develop, implement, and maintain a security program for the protection of systems hardware, software, and data. Develop and implement policies, procedures, and guidelines to direct and carry out the objectives established by the security program
  • Participate in platform vision development and continuous improvement by leveraging the latest industry knowledge and recommending design improvements
  • Create/maintain Confluence spaces, permission schemes, JIRA projects, workflows, screen schemes, custom fields, permission schemes, and notification schemes
  • Onboard new teams to JIRA/Confluence and help existing teams optimize their workflows
  • Analyze requests for new JIRA/Confluence functionality, implement new features, triage incoming support requests
  • Provide production support for JIRA, Confluence, and Bitbucket, including performance tuning and scaling
  • Develop key metrics, dashboards, and advanced filters in JIRA/Confluence to provide meaningful operational/performance metrics and status reports
  • Apply built-in customization and third-party add-ons to extend Atlassian Suite functionality as needed, gather requirements for business processes, and determine ways to optimize
  • Align computer and/or voice systems technologies to complement and support System business/strategic plans
  • Make recommendations for new/altered technologies that would contribute to System cost savings and/or productivity improvements
  • Provide for efficient computer and/or voice system operation, including total throughput, CPU use, peripheral operation, and application performance statistics
  • Establish system management criteria. Develop, maintain, and monitor procedures and policies
  • Assist in interface planning methodology by communicating with clients, vendors, and Team Members
  • Responsible for all aspects of functional and technical design, development, and implementation of the interface including production cutover
  • Coordinate and communicate the change control process, in conjunction with Team Members and clients, to ensure efficient processing
  • Implement all changes in the production environment concerning online and batch system
  • Provide efficient database operations, including total throughput, input/output analysis, and performance statistics
  • Establish database management criteria including transaction logging, backups, restore and recover, and disaster recovery
  • Coordinate capacity, planning, and analyze information concerning
  • Monitor system device capacities and status
  • Coordinate and control system tuning and hardware tuning and hardware integration
  • Monitor compliance with policies and regularly report results to CIO
  • Issue technical bulletins to inform users of system changes
  • Recommend changes for improved system operation
  • Manage technical Performance Improvement programs, stressing quality control of service to clients
  • Evaluate and manage service contracts for computer and/or voice systems, including recommendations for renewals and cancellations
  • Ensure data/system security by protecting the corporate Information Technologies from unauthorized access, use, or interruption
  • Research and recommend security measures to be included in the installation of new systems of application programs
  • Monitor and evaluate data security implemented in the System; work to reduce all risks to corporate computer resources, and investigate security breaches
  • Ensure that the security program provides the necessary safeguards for good business practice and that it meet; all corporate and government regulatory requirements

Competencies:

  1. Ensures Accountability
  2. Tech Savvy
  3. Communicates Effectively
  4. Values Differences
  5. Customer Focus
  6. Resourcefulness
  7. Drives Results
  8. Plans and Prioritizes
  9. Decision Quality
  10. Self-Development

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer. Frequently moves boxes with equipment weighing up to 25 lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

  • Bachelor’s degree in computer science, related field, or equivalent experience
  • 2 - 4 years of experience

Qualifications:

  • 2+ years of systems administration experience managing server infrastructures and data-center operations across Unix, Linux, and Windows. environments (managing servers in production and development environment)
  • 4+ years of experience managing Atlassian stack - Jira/Confluence tools and applications
  • 2+ years of experience in scripting (like Python, Bash, or PowerShell) and the ability to automate tasks with scripts
  • Experience with migration and upgrading the Atlassian suite of products
  • Experience with building Infrastructure as code (AWS CloudFormation, CDK, Ansible, Terraform)
  • Experience in technical support for hardware development organizations
  • Experience working on Security and Access control like understanding firewalls, filesystem permission, basic operating system hardening, and SSL encryption

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.

Other Duties:

Please note this job 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.