Senior Helpdesk/JIRA Specialist

TEKsystems
$35.12 - $39.33 / hr
life insurance, sick time, 401(k), retirement plan
United States, California, Los Angeles
May 29, 2025
Description We are seeking a Jira/Confluence Experts to provide remote Jira/Confluence configuration and technical support for a large Space Force engagement located at LA AFB in El Segundo, CA. This positions will be working directly with our customer over MS Teams or email to define/understand what the customer is trying to achieve with Jira/Confluence and assist the customer with properly configuring/troubleshooting Jira/Confluence to resolve their issues. These positions must be able to cover the customer's core working hours on helpdesk from 8am-5pm Pacific, Monday through Friday. The Jira/Confluence Expert will be working on an internal, cross-functional team comprised of Model-Based Systems Engineers, Data Scientists, Scrum Masters, Jira/Confluence Developers, and an Artificial Intelligence/Machine Learning SME. The Jira/Confluence Experts will gain real-world experience working in an Agile construct and exposure to a variety of technical fields/projects as they listen to teammates share their progress during daily stand-ups. This person will have the opportunity to receive additional training on Agile processes and practices as well as hands-on experience with Kanban and/or Scrum. The Jira/Confluence Expert will require excellent interpersonal skills to discuss and troubleshoot Jira/Confluence with the customer and share lessons learned with fellow team members. Must be able to work independently and problem-solve with customers as well as with your teammates. The ideal candidates will be motivated to learn and continuously improve and grow as a team. Responsibilities: Collaborate directly with customer over MS Teams or email to understand their concerns with Jira/Confluence and help troubleshoot Jira/Confluence configuration changes Configure simple Jira workflow, issue types, board filters, custom screens, custom fields, components, swimlanes, Jira boards, and establish board permissions Configure Jira Plans/Roadmaps Create Confluence pages, dashboards, metrics, and document repositories Create Confluence macros to help customers develop dashboards and metrics Understand and be able to explain the utility of configuring a Jira Kanban vs Scrum board Create Jira Query Language (JQL) and Confluence Query Language (CQL) filters Adhere to Sabel policies related to service level agreements (SLAs), responding to customer support requests in a timely manner and following up with customer, as needed, to ensure satisfactory customer support experience Maintain new customer troubleshooting solutions documentation in Confluence to share with Sabel teammates Ability to independently research potential solutions on Atlassian community pages or conduct a web search Creating Jira/Confluence how-to guides or presentations, as requested by customer or manager, proofreading for correctness and ensuring proper spelling, grammar, and punctuation prior to release to customer or manager Writing user troubleshooting instructions when solutions are discovered and sharing those solutions with your internal Sabel team to knowledge-share Coordinate your schedule with teammates to ensure customer helpdesk coverage for 8am-5pm Pacific, M-F Coordinate appropriate meeting times with customer, send a MS Teams invite, and join call to assist customer on-time, scheduling and attending follow-up meetings as needed Attend daily stand-ups (DSUs), Sprint Reviews, Retrospectives, and any other team meetings on-time Maintain professional communications and appearance with customers and team members, responding to emails and participating on MS Teams calls appropriately Conduct remote and/or in-person Jira/Confluence demonstrations, as required Manage individual daily work tasks within a Jira board and SharePoint or Jira Service Management technical support ticketing system Other duties as assigned Personal / Team Development Demonstrates the Sabel Values through own behaviors; sets clear priorities and aligns all activities; sets/achieves high personal standards for performance/conduct Communicates effectively internally and externally Recognizes and celebrates accomplishment; helps support the team and adapts to change; encourages teammates Assists with defining customer problems and brainstorming solutions - independently and as part of a team Strives for continuous self-improvement and supports growth as a team; willing to learn or improve upon skills Able to self-manage work schedule against needs of the customer; collaborating and scheduling troubleshooting calls with customer; manages time effectively and efficiently to ensure timely responses to customer Client Management Demonstrates expertise in a functional, technical and/or industry specific area through comprehensive problem solving Maintains a high level of functional/technical expertise and is expected to be an expert with all aspects of core competencies and methodologies Delivers timely and quality services or products that meet or exceed team manager's and client's expectations Demonstrates high level of commitment to client success while responding to changes in client expectations; monitors and uses client feedback Helps ensure technical support coverage of customer helpdesk from 8am-5pm Pacific, Monday-Friday Desired Bachelor's Degree with minimum 2 years' experience in technical support or customer service of a technical nature DoD knowledge / experience helpful Previous Jira/Confluence training, Atlassian badges, or Jira certifications Jira Service Management experience strongly desired High-level understanding of technology Experience with Agile processes and practices Experience with configuration management Experience working in technical support Minimum Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information. Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment; builds a diverse workforce. Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values. Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions. Planning/Organizing - Prioritize and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans. Experience Level Expert Level Pay and Benefits The pay range for this position is $35.12 - $39.33/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Jun 6, 2025. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.