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