Administrator L3

JD for above JC

Roles and Responsibilities:

- Hands on experience in Atlassian Jira/Confluence and Jira Service Management (JSM) administration from users support requests and user experience point of view.

- Closely monitor the users support requests and find the improvement areas including automation opportunities.

- Reduce the time required to complete the users support requests.

- Streamlining the users on-boarding process including reducing the time to onboard and toil.

- Closely work with the team to improve the user experience and drive the initiative to do it including process improvements and automations/engineering.

- Automate statistics for Jira/Confluence and JSM usage including users, projects/spaces and their count and period of last activities etc.

- Setting the update the standards to implement the agile methodologies in context of workflows, issue types etc.

Skills required to do the role:

- Hands on experience on administrating Atlassian Jira/Confluence services and plugins/apps.

- Hands on experience in Jira and Jira Service Management project configurations.

- Experience in driving the initiatives to improve the Jira/Confluence user experience.

- Strong in working with users and understanding their pain points

- Strong communicating skills to work with team, users and stakeholder.

- Experience in automating the Jira/Confluence user support requests.

- Hands on experience in Python/Groovy/Java and REST API's or any other relevant technologies.

- Hands on experience on using Agile methodologies in jira.

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner