Atlassian Support Technician

Responsibilities

• Serve as first-line support for Jira and Confluence users via our ITSM ticketing system
• Triage and resolve common requests: user access, permission schemes, project and space configuration, workflow questions, and plugin behaviour
• Provision and maintain user accounts, groups, and directory synchronization with Active Directory
• Create and maintain Jira projects, Confluence spaces, dashboards, filters, and basic automation rules
• Build and tune reports in eazyBI in response to stakeholder requests
• Author Jira automation rules and assist with ScriptRunner scripts under guidance
• Maintain platform documentation, runbooks, and end-user knowledge base articles
• Support plugin lifecycle activities: evaluations, upgrades, and license tracking
• Assist with patching, upgrades, and scheduled maintenance windows on the Atlassian server estate
• Escalate complex issues with clear reproduction steps and supporting context
• Identify recurring pain points and propose configuration or process improvements

Required Skills

• 1–2 years of hands-on experience administering or power-using Jira and Confluence (Data Center or Cloud)
• Working knowledge of Jira fundamentals: projects, issue types, workflows, screen schemes, permission schemes, and notification schemes
• Familiarity with Confluence space administration, page restrictions, and templates
• Comfort writing and debugging Jira automation rules
• Basic SQL for ad-hoc reporting and data validation
• Linux command-line literacy: navigating filesystems, reading logs, running basic shell tasks
• Strong written communication and a customer-service mindset
• Methodical troubleshooting with attention to reproduction steps and root cause

Preferred Skills

• Experience building reports in eazyBI or a comparable BI tool
• Familiarity with ScriptRunner for Jira (Groovy scripts, listeners, scripted fields)
• Python scripting for automation, log parsing, or REST API integrations
• Familiarity with the Atlassian REST API
• Exposure to AI tooling and large language models (e.g. Claude, ChatGPT) applied to productivity, documentation, or platform automation
• ITIL 4 Foundation certification or equivalent service-management training
• Experience in a regulated or enterprise environment with formal change management

What You’ll Learn

• Enterprise-scale Atlassian Data Center administration
• Plugin and integration architecture, vendor management, and security review processes
• Change management, release planning, and structured maintenance windows
• Working effectively across IT, security, and business unit stakeholders