Cloud Operations Administrator

Summary
The Cloud Operations Administrator is responsible for supporting our Cloud Services team who utilize a full suite of Cloud Atlassian products, including but not limited to Jira Software, Jira Service Management, Confluence, OpsGenie, Statuspage, and add-ons such as Jira Automation and JMWE.
This role involves significant partnering, coordination, and collaborative work across various FINEOS organizations to understand their requirements and provide custom solutions.
Understanding customer support ticketing systems, workflows, prioritization, SLA’s, and status systems are fundamental to providing our internal stakeholders with excellence in support in a responsive and timely manner.
This role also requires troubleshooting and problem-solving skills which involve building requirements, providing and executing solutions, and documenting them according to standards.
This role must be performed in North America hours (XYZ time sone), Monday through Friday, in order to collaborate with other team members.

Responsibilities (Other duties may be assigned)
•    Provide support and advanced troubleshooting for the entire user base using out custom ticketing system
•    Manage users access permissions, licensing, and product access within the Atlassian Administration module
•    General Support and configuration of our Atlassian suite (primarily Jira Software, Jira Service Management (internal and customer portal), OpsGenie, StatusPage, and Confluence) along with infrastructure and integrations to ancillary systems
•    Implement new feature, changes, and processes that abide by the current templatization and standardization to continue to provide confidence in system reporting and data integrity
•    Partner with cross-functional teams to design and implement solutions consistent with industry best practices to best leverage the Atlassian tools to improve processes and meet the variety of needs and expectations
•    Develop training materials and deliver training to power users

Education and/or Experience     
•    College degree or equivalent work experience
•    2+ years of experience in administering Atlassian products (Jira Software, Jira Service Desk, Confluence, OpsGenie, Statuspage)
•    JMWE experience to understand workflows, conditions, validators, post-functions, Shared Actions, Event Based Actions, etc.
•    JQL training and reporting experience (including Charts & Reports add-on)
•    Users Management experience in a Cloud site with multiple instances
•    Experience in installing, and configuring JIRA/Confluence add-ons a plus
•    Experience in testing, troubleshooting, reproducing issues, and documenting solutions using Atlassian products
•    Experience using Jira Automation 
•    Experience in installing / upgrading / migrating / configuring Atlassian Cloud instances a plus
•    Experience in collaborating with cross-functional teams across organizations
•    Experience in gathering and organizing project requirements 
•    Experience in delivering custom templates, workflows (automation) using Atlassian products

Knowledge, Skills and Abilities
•    Cloud site administration – including the administration of various Atlassian products, users management, licensing and access permissions across multiple Cloud instances
•    Extensive demonstrable experience in knowledge management and governance in a software product support/service management function
•    Customer focused with desire for excellent service delivery
•    Ability to self-manage and motivate
•    Good interpersonal skills
•    Flexibility with regards to working hours

Technical Skills
•    Strong knowledge and familiarity with JQL to build custom filters and dashboards
•    JMWE (Shared Actions, Event-Based Actions, Workflows, Nunjucks Templates, Jira Expression, etc.) a plus
•    Jira Projects creation and configuration, including the various types of boards and initial setup based on existing standards and templates
•    Confluence Spaces creation and configuration according to requirements and FINEOS standards
•    OpsGenie basic understanding of the various concepts related to the creation and configuration of alerts, teams, policies, escalations, on-call, etc. in order to troubleshoot, test, provide, implement and test solutions to various problems, requirements, and use cases
•    Basic administration knowledge of Statuspage (user and customer access, incidents and maintenance creation and configuration, components administration, etc.)
•    Experience directly integrating Atlassian products with other systems is a plus
•    Experience in troubleshooting application issues and add-on integration issues in Atlassian products
•    Experience in testing, installing, and configuring JIRA/Confluence add-ons
•    Experience in installing / Upgrading and configuring Atlassian environments

Language Skills
•    Ability to speak the English language proficiently, both orally and in writing is crucial to understanding requirements from stakeholders, communicating and documenting them in an effective manner.

Travel Requirements
•    This position does not require travel.

Work Environment 
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
•    Employee works primarily in a home office environment.
•    The home office must be a well-defined work area, separate from normal domestic activity and complete with all essential technology including, but not limited to; separate phone, scanner, printer, computer, etc. as required in order to effectively perform their duties.
 
Work Requirements 
•    Compliance with all relevant FINEOS Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems. 
•    Must be legally eligible to work in the country in which you are hired.    

FINEOS is an Equal Opportunity Employer. FINEOS does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.