Description
We are seeking a Jira/Confluence Expert to provide remote Jira/Confluence configuration and technical support for a large Space Force engagement located at LA AFB in El Segundo, CA. This position will be working directly with our customer over MS Teams or email to define/understand what the customer is trying to achieve with Jira/Confluence and assist the customer with properly configuring/troubleshooting Jira/Confluence to resolve their issues. These positions must be able to cover the customer's core working hours on helpdesk from 8am-5pm Pacific, Monday through Friday.
The Jira/Confluence Expert will be working on an internal, cross-functional Agile team comprised of Model-Based Systems Engineers, Data Scientists, Scrum Masters, Jira/Confluence Developers, and an Artificial Intelligence/Machine Learning SME. The Jira/Confluence Experts will gain real-world experience working in an Agile construct and exposure to a variety of technical fields/projects as they listen to teammates share their progress during daily stand-ups. This person will have the opportunity to receive additional training on Agile processes and practices as well as hands-on experience with Kanban and/or Scrum.
The Jira/Confluence Expert will require excellent interpersonal skills to discuss and troubleshoot Jira/Confluence with the customer and share lessons learned with fellow team members. Must be able to work independently and problem-solve with customers as well as with your teammates. The ideal candidates will be motivated to learn and continuously improve and grow as a team.
Responsibilities:
Collaborate directly with customer over MS Teams or email to understand their concerns with Jira/Confluence and help troubleshoot Jira/Confluence configuration changes
Configure simple Jira workflow, issue @types, board filters, custom screens, custom fields, components, swimlanes, Jira boards, and establish board permissions
Configure Jira Plans/Roadmaps
Create Confluence pages, dashboards, metrics, and document repositories
Create Confluence macros to help customers develop dashboards and metrics
Understand and be able to explain the utility of configuring a Jira Kanban vs Scrum board
Create Jira Query Language (JQL) and Confluence Query Language (CQL) filters
Adhere to policies related to service level agreements (SLAs), responding to customer support requests in a timely manner and following up with customer, as needed, to ensure satisfactory customer support experience
Maintain new customer troubleshooting solutions documentation in Confluence to share with teammates
Ability to independently research potential solutions on Atlassian community pages or conduct a web search
Creating Jira/Confluence how-to guides or presentations, as requested by customer or manager, proofreading for correctness and ensuring proper spelling, grammar, and punctuation prior to release to customer or manager
Writing user troubleshooting instructions when solutions are discovered and sharing those solutions with your internal team to knowledge-share
Coordinate your schedule with teammates to ensure customer helpdesk coverage for 8am-5pm Pacific, M-F
Coordinate appropriate meeting times with customer, send a MS Teams invite, and join call to assist customer on-time, scheduling and attending follow-up meetings as needed
Attend daily stand-ups (DSUs), Sprint Reviews, Retrospectives, and any other team meetings on-time
Maintain professional communications and appearance with customers and team members, responding to emails and participating on MS Teams calls appropriately
Conduct remote and/or in-person Jira/Confluence demonstrations, as required
Manage individual daily work tasks within a Jira board and SharePoint or Jira Service Management technical support ticketing system
Other duties as assigned
Personal / Team Development
Demonstrates Values through own behaviors; sets clear priorities and aligns all activities; sets/achieves high personal standards for performance/conduct
Communicates effectively internally and externally
Recognizes and celebrates accomplishment; helps support the team and adapts to change; encourages teammates
Assists with defining customer problems and brainstorming solutions - independently and as part of a team
Strives for continuous self-improvement and supports growth as a team; willing to learn or improve upon skills
Able to self-manage work schedule against needs of the customer; collaborating and scheduling troubleshooting calls with customer; manages time effectively and efficiently to ensure timely responses to customer
Client Management
Demonstrates expertise in a functional, technical and/or industry specific area through comprehensive problem solving
Maintains a high level of functional/technical expertise and is expected to be an expert with all aspects of core competencies and methodologies
Delivers timely and quality services or products that meet or exceed team manager's and client's expectations
Demonstrates high level of commitment to client success while responding to changes in client expectations; monitors and uses client feedback
Helps ensure technical support coverage of customer helpdesk from 8am-5pm Pacific, Monday-Friday
Skills
jira, Help desk support, atlassian, scrum, agile
Top Skills Details
jira,Help desk support,atlassian,scrum,agile
Additional Skills & Qualifications
Desired
Bachelor's Degree with minimum 2 years' experience in technical support or customer service of a technical nature
DoD knowledge / experience helpful
Previous Jira/Confluence training, Atlassian badges, or Jira certifications
Jira Service Management experience strongly desired
High-level understanding of technology
Experience with Agile processes and practices
Experience with configuration management
Experience working in technical support
Experience Level
Expert Level
Pay and Benefits
The pay range for this position is $35.12 - $39.33/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Jun 4, 2025.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
