Full-Time Product Specialist

We are seeking a highly motivated and knowledgeable Product Specialist to assist with the management, support, and optimization of the Atlassian System of Work tools. This includes, but is not limited to Jira, Jira Service Management (JSM), Confluence, and related plugins and APIs.

This role will provide L1 and L2 support across the organization, ensuring smooth system operations and supporting end-users in their use of Atlassian tools. The specialist will also be tasked with monitoring queues, updating documentation, facilitating training, and working with various teams to scope and implement new project requests.

Key Responsibilities Include:

1. Support and Incident Management: Provide L1 and L2 support for end-users utilizing Atlassian products.
2. Diagnose and troubleshoot technical issues related to system & project configurations, workflows, and permissions.
3. Track and manage service desk queues for timely resolution of user issues and requests.
4. Ensure proper escalation of L3 support issues to relevant teams.
5. System Monitoring and Reporting: Monitor system performance, usage patterns, and service desk queues.
6. Generate reports and provide insights on system usage, outstanding issues, and overall system health.
7. Assist in managing system updates and enhancements.
8. Documentation and Knowledge Management: Maintain up-to-date documentation.
9. Regularly review and update training materials.
10. Collaborate with cross-functional teams to improve knowledge base articles.
11. Document best practices and guidelines for using Atlassian tools.
12. User Training and Onboarding: Facilitate onboarding for new users.
13. Conduct training sessions, webinars, and create instructional content.
14. Develop and maintain training decks.
15. Requirement Gathering and Project Scoping: Gather requirements from teams.
16. Work with project managers, product managers, and other stakeholders.
17. Assist in creating and configuring projects, workflows, and templates in Jira.
18. Continuous Improvement: Stay up-to-date with new product features.
19. Proactively identify opportunities to enhance system efficiency and user experience.
20. Provide feedback and suggestions for system improvements.

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