Senior IT Application Engineer II

Ready to be a Titan?
ServiceTitan is seeking an exceptional Senior IT Application Engineer II (Atlassian) to join the Digital workplace team. It is a highly visible support-oriented role, working in a growing team. This position is responsible for working directly with internal users in supporting requests for different applications like G- Suite,Slack, and Atlassian products, such as Jira, Confluence and Jira Service Desk.
The main responsibility is to perform day-to-day application administrative tasks, update applications and ensure that issues are resolved within the defined SLA.
What you'll do:

• Perform administration and configuration of Atlassian Cloud Suite (Jira, Jira Service Management, and Confluence) and associated plugins to maximize efficiency in tool utilization

• Support existing JIRA cloud support different teams in setting up the project, workflow, troubleshooting the environment and supporting user issues.

• Create and maintain Jira projects, workflows, screen schemes, custom fields, permission schemes, and associated notification schemes
• Create and maintain integrations with Slack (Atlassian Assist / HALP)

• Create and maintain Confluence spaces and permission schemes

• Analyze requests for new Jira and Jira Service Management functionality, implement new features, triage incoming support requests, and handle or route appropriately

• Maintain and optimize Confluence site structure to meet growing project needs

• Maintain healthy JIRA and Confluence project environment by periodically reviewing configurations, permissions, workflows, reports, and dashboards

• Create and maintain a governance plan for JIRA and Confluence

• Enable Jira agile and kanban practice to cross function engineering and IT stakeholder.

• Create Jira based reports, dashboards and planning views based on different user requirements and provide stakeholders with actionable project metrics and status reports

• Vendor/application team coordination: Track application usage within Enterprise application portfolio. Responding to issues with vendors on application support, following through resolutions and managing escalations with internal users.
• Provide first level support and assist users in provisioning different applications support (i.e. Atlassian Suite, Google workspace, Slack, Zoom etc.), resolving issues with applications in working with vendors.

• Support on-boarding and off-boarding requests in working with the HR and IT team.

What you'll need:

• Minimum 5 years performing application administrator meeting SLAs and supporting users in day to day general user access issues, provisioning and termination requests

• A passion for problem solving and working cross-functionally

• 2-3 years experience in configuration and support of Atlassian products like JIRA and Confluence, Jira Service Desk, Projects, Reporting, Access, and administration

• Strong working knowledge of Agile (Scrum or Kanban) methodologies

• Ability to create complex JIRA workflows including project workflows, security schemes, screen configuration schema, permission and notification schemes

• Fluency in Confluence including security, spaces, design, integration with JIRA

• Ability to write custom JQL (Jira Query Language), a plus.

• Experience or knowledge with Google G Suite administration (i.e. Google mail, Google Drive, Google Calendar, etc)

• Ability to quickly analyze situations, correlate ideas, and make decisions on issues and resolutions

• Strong presentation, communication and facilitation skills

• Experience in supporting enterprise applications and tools such as - Atlassian suite (Jira, Confluence,JSD), GSuite, Slack, Zoom.

• Experience technical knowledge of Okta as an SSO is an added advantage.

• Ability to work in a dynamic agile environment.

Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.