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Application Support analyst - JIRA, Confluence, Sharepoint

Location: San Bruno, CA
Job # 10042021
Date Posted : 10-13-2017
We have following urgent role with our  DIRECT client

Title:  Application Support analyst - JIRA, Confluence, Sharepoint
LOCATION: San Bruno, CA
DURATION: 6+ months
Compensation: Competitive ( DOE )

Summary
  • - Ideally ,this is a mid level position
  • - Mainly support  JIRA , Confluence  for 1st and 2nd level tickets and to answer / troubleshoot user questions / issues
  • - It involves some  sharepoint support, but it is not strictly required 
  • - For JIRA, experience with user acceptance testing is preferred
  • - Some JIRA admin experience is helpful
  • - Some linux admin experience is needed along with basic SQL  to troubleshoot  user issues
  • Experience with Application Support / Customer Service aspect is MUST


Details
  • The Enterprise Tools team provides a common platform for internal eCommerce project teams to collaborate, tools for executive decision-making, and a common place to share information and interact.
  • Our team is looking for an application support analyst to assist users of the following applications: JIRA, Confluence, Sharepoint, and Slack.
  • Users include product managers, software engineers, QA engineers, project managers, and marketing and business users working together on agile teams to build and support the client eCommerce sites.
 
 Minimum Qualifications
 Bachelor’s degree in Computer Science, Information Technology, or related 
 • 1 to 3+ years application support experience
 • JIRA, Confluence, and/or Sharepoint from a user perspective, or other web applications with ability to learn our applications quickly
 • Knowledge of software development lifecycle or agile product development
 • Excellent communication skills (written and verbal)
 * Basic SQL queries (Oracle or SQL Server)
 * Working knowledge of Linux and Windows
 * Ability to analyze and monitor application / server logs

 Responsibilities include:
 • 1st level support for user questions and requests for assistance with JIRA, Confluence, Sharepoint, and Slack.
* Requests include access, permissions, answering how-to questions, setting up new teams, and how to write queries and dashboards.
 • Management of team support ticket queue and SLA tracking
 • Onboarding new teams: creating JIRA projects, Confluence spaces, Sharepoint team sites
 • Creation and maintenance of how-to information for users
 • Configuration of permissions, fields/workflows/screens, templates
 * Application testing of plugins and upgrades
 * Coordination of UAT with users for plugins/upgrades
 
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