Job title: Jira/Confluence Subject Matter Expert – Remote
Company: Sabel Systems
Job description: Who We AreSabel Systems Technology Solutions, LLC is a leading solution provider for innovative and agile Digital Engineering and Acquisition Technical Stack design, implementation, and support. We have projects across the DoD, Industry, and Academia. We operate in secure public clouds, on- premises clouds, and hybrid clouds. We provide you with large business opportunities and training within our small business agility and people first culture. You will be joining a dynamic and highly motivated team with one goal:“Get quality and secure solutions in the customers hands as soon as possible”.Who We NeedSabel Systems is seeking four Jira/Confluence Subject Matter Experts (SMEs) to provide remote Jira/Confluence configuration and technical support for a large Space Force engagement located at LA AFB in El Segundo, CA. These remote 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. While there is flexibility in hours, ultimately all four positions combined must be able to cover the customer’s core working hours of 8am-5pm Pacific, Monday through Friday. Company paid travel to customer site to facilitate troubleshooting events or conduct Jira/Confluence demonstrations may be required – no more than 10% travel per year.The Jira/Confluence SMEs will be working on an internal, cross-functional Sabel Agile team comprised of Model-Based Systems Engineers, Data Scientists, Scrum Masters, Jira/Confluence Developers, and an Artificial Intelligence/Machine Learning SME. The Jira/Confluence SMEs 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. Jira/Confluence SMEs 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 SMEs 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.What You’ll DoReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
- 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 support 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 technical support ticketing system
- Other duties as assigned
Your QualificationsRequired
- Ability to travel up to 10% of the time
- US Citizen
- Strong spoken and written English skills
- Jira and Confluence Expert
- Strong experience troubleshooting and explaining Jira and Confluence
- JQL/CQL expert
- Proficient MS Office 365 User
- Ability to obtain minimum of secret level security clearance, will upgrade to TS
Desired
- Bachelor’s Degree with 4 years’ experience in technical support or customer service of a technical nature
- DoD knowledge / experience helpful
- Previous Jira/Confluence training or Atlassian badges
- High-level understanding of technology
- Experience with Agile processes and practices
- Experience with configuration management
Expected salary: $78000 – 96000 per year
Location: Beavercreek, OH
Job date: Sat, 28 Sep 2024 22:27:27 GMT
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