Atlassian Support Technician

Job description

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