Senior Technical Support Engineer I
Smarsh
Cloud
Salary
💰 $101,700 - $102,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudJavaScriptSQL
About the role
- Administer and configure Atlassian tools (Jira, Confluence, Jira Service Management) to meet organizational requirements.
- Keep Jira environment updated with the latest features and plugins.
- Create and manage user accounts, groups, and permissions, ensuring proper access control and security compliance.
- Design, develop, document, and maintain workflows, templates, custom fields, screens, and other configurations within Atlassian tools.
- Collaborate with stakeholders and cross-functional teams including IT, finance, operations, and senior management to align business needs with technology solutions.
- Monitor system performance, troubleshoot issues, and optimize Atlassian applications for reliability and efficiency.
- Identify operational, financial, and technological risks and opportunities for improvement.
- Provide end-user support and training, including creating documentation and conducting training sessions.
- Integrate Atlassian tools with other systems.
- Stay current with Atlassian product updates, features, and best practices, recommending improvements and upgrades.
- Work with vendors and support teams to resolve technical issues and manage system upgrades and migrations.
- Collaborate with teams to identify and understand their needs and translate them into Jira workflows.
- Develop and present reports, dashboards, and insights to stakeholders and senior leadership.
- Analyze and document business processes end-to-end to identify risks and opportunities for efficiency improvements.
- Work with stakeholders, Product Owners, and agile team members to develop and prioritize concise and testable epics, features, and user stories based on user needs, program strategy/roadmap, policy/program requirements, and hypothesized value as part of the development of healthy product or team backlog. Ensure backlog items are well-defined and ready for development and lead backlog refinement sessions.
- Engage closely with the Agile team, ensuring clear communication and successful execution of product requirements and acceptance criteria. Educate the team on requirements and business background to help ensure delivery of key outcomes. Support the testing and validation of user stories against acceptance criteria.
- Build programmatic and technical subject matter expertise through research and fact-finding to produce concise, accurate requirements and systems documentation. Maintain technical documentation, ensuring it is up to date with systems iteration and evolution.
- Establish an understanding of user needs, behaviors, and pain points, in addition to an understanding of overarching goals of the program, to build and guide product strategy and product requirements. Complete gap analyses to ensure requirements comprehensively solve business problems.
- Build a trusting, open, and communicative relationship with clients and stakeholders to effectively communicate and clarify requirements between stakeholders, including clients, development teams, and leadership.
- Communicate effectively across cross-functional teams and align everyone towards shared goals and effectively define, refine, and execute product requirements. Recognize opportunities to improve collaboration and introduce new collaboration approaches / processes.
Requirements
- All candidates must pass public trust clearance through the U.S. Federal Government. This requires candidates to either be U.S. citizens or pass clearance through the Foreign National Government System which will require that candidates have lived within the United States for at least 3 out of the previous 5 years, have a valid and non-expired passport from their country of birth and appropriate VISA/work permit documentation.
- Candidate must reside in the United States and have the ability to obtain and maintain a Public Trust clearance.
- 3+ years of experience in business analysis, preferably with exposure to large-scale projects and operational business functions.
- Proven experience as a Jira Systems Administrator or similar role.
- Strong understanding of Jira workflows, permissions, notification schemes, screens schemes, plug-ins, etc.
- Experience working on large-scale projects and handling day-to-day operational requests.
- Proficiency in data analysis tools and techniques, such as SQL and Microsoft Excel.
- Familiarity with system analysis, process modeling, dashboard creation, and software maintenance.
- Strong communication skills, both verbal and written, to effectively liaise between business and IT teams and communicate with senior management.
- Critical thinking, problem-solving, analytical thinking, and decision-making abilities.
- Collaboration and relationship-building skills to work with various stakeholders.
- Ability to multitask, work under pressure, and manage time efficiently.
- Organizational skills including multitasking, time management, and stakeholder negotiation.
- A Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline.
- Proficiency in agile process and agile management/ documentation tools (ex: JIRA, Confluence).
- Competency in using visualization tools (ex: Visio, Lucid) to create meaningful systems diagrams and business logic documentation.
- Proven ability to be collaborative within cross-functional teams and recognize opportunities to improve collaboration and introduce new approaches / processes.
- Analytical mind with a problem-solving aptitude. Willingness to take initiative and foster innovation within the team.
- Flexible, willing to “roll up sleeves” to resolve gaps, and adaptable to change in priorities.
- Ability to navigate ambiguity and drive towards clarity and resolution.
- Preferred: SAFe certification and/or practical SAFe experience.
- Desired: Experience building requirements around medical data and domain knowledge of Medicare, Medicaid or healthcare verticals.
