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. Including but 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.

Responsibilities Include:

1. Support and Incident Management:
   • Provide L1 and L2 support for end-users
   • Diagnose and troubleshoot technical issues
   • Track and manage service desk queues
   • Escalate L3 support issues
2. System Monitoring and Reporting:
   • Monitor system performance and usage patterns
   • Generate reports on system usage and health
   • Assist in managing system updates
3. Documentation and Knowledge Management:
   • Maintain up-to-date documentation (user guides, FAQs)
   • Review and update training materials
   • Document best practices and guidelines
4. User Training and Onboarding:
   • Facilitate onboarding for new users
   • Conduct training sessions and webinars
5. Requirement Gathering and Project Scoping:
   • Gather requirements for new projects and tool integrations
   • Assist in creating and configuring new projects
6. Continuous Improvement:
   • Stay up-to-date with new product features
   • Identify opportunities to enhance system efficiency
   • Provide feedback for system improvements

Requirements:

• Bachelor's degree in IT, Computer Science, or related field preferred
• 1+ years experience in product management (enterprise tools)
• Proven experience working with Atlassian products
• Strong knowledge of workflows, permissions, issue types, and project management
• Experience with L1/L2 service desk support
• Excellent communication and interpersonal skills

Preferred Qualifications:

• Atlassian certifications
• Experience in Agile methodology
• Background in IT service management

Salary Range: $75,000 - $90,000

Fully Remote: This position is fully remote.

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