JIRA Functional ADMIN 2

Role description

Responsibilities:

• Own, troubleshoot, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency within and across teams, maintain updates on the JIRA or Confluence tickets and enhancement requests.
• Error diagnosis (code review if needed), debugging, validation, and root cause analysis in Atlassian products.
• Enable replication of issues to verify product-related bugs.
• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.
• Drive technical collaboration & engagement outside of Fiserv with our internal and external partners
• Provide technical leadership and mentoring for Junior JIRA admins.
• Act as the primary point of contact for local technical escalation.

Competencies:

• Customer Focus & Adaptability
• Effective communication
• Team and Collaborative Working
• Process re-engineering with a Solution mindset
• Learning Aptitude

Skills

Experience:

• 5+ years of experience in Technical Support, Software Services, and/or system administration for a large end-user community related to the Atlassian suite (JIRA, Confluence and/or Bitbucket).
• 2-3 years of experience working with Jira and Confluence Data Center (preferably on AWS hosted instances)
• Proven track record migrating JIRA and/or Confluence from older instances.
• Proven track record to de-escalate difficult situations with customers, working with executive levels
• Proven track record of multi-tasking between tickets and mentoring of junior team members.
• Experience in mentoring other support engineers to grow their technical and troubleshooting skills.
• Has supported customers over email, phone, and screen-shares.
• Experience working in a high case volume environment and ability to prioritize.
• Coordinating training for new hires and conducting training using the skill gap analysis.

Must have Skills:

• Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
• Experience with APIs and REST calls.
• Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.
• An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
• Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.
• Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.

Nice to have Skills:

• Experience working with Jira Service Manager
• Experience working with Splunk, Dynatrace, Clarity
• Familiarity with AWS Cloud technologies.
• Experience working in a Linux environment.
• Ability to read/write python scripts or Ansible playbooks.
• Understanding ServiceNow, Aha, Flomatika, Allstack, and/or SailPoint integrations

About RCG Global Services
At Myridius, we transform the way businesses operate. Formerly known as RCG Global Services, our more than 50 years of expertise now drive a new vision—propelling organizations through the rapidly evolving landscapes of technology and business. We offer tailored solutions in AI, data analytics, digital engineering, and cloud innovation, addressing the unique challenges each industry faces. Our integration of cutting-edge technology with deep domain knowledge enables businesses to seize new opportunities, drive significant growth, and maintain a competitive edge in the global market. Our commitment is not just to meet expectations but to exceed them, ensuring measurable impact and fostering sustainable innovation. The success of Myridius is directly tied to the breakthroughs achieved by our clients. Together, we co-create solutions that not only solve today’s challenges but also anticipate future trends. At Myridius, we go beyond typical service delivery. We craft transformative outcomes that help businesses not just adapt, but thrive in a world of continuous change. Discover how Myridius can elevate your business to new heights of innovation. Visit us at www.myridius.com and start leading the change.