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Systems Engineer - 3
Ref No.: 18-08705
Location: San Francisco, California
The person in this role will be responsible for building the Jira Sevice Desk environment for our Finance AP team to allow emails to be sent to a mailbox and be processed to create JSD tickets, communicate with external customers via email, track issues, build dashboardd and reporting including the following responsiblities:
Set up, administer and support Atlassian Tools JIRA Service Desk and Confluence.
Gather requirements for business processes,and determine ways to optimize/improve JIRA Service Desk setup and workflows, as well as identify where functionality can/cannot meet user requests.
Integrate Atlassian Marketplace plugins to add required functionality to JSD projects
Create comprehensive JIRA Service Desk workflows including project workflows, screen schemes, permission schemes, notification schemes etc.
Utilize Confluence for knowledge sharing and integrations with JIRA Service Desk.
Setup reports, dashboards and filters as well as utilize third party add-ons in JIRA Service Desk and Confluence.
Create development / testing version of Jira Service Desk to test new workflows and modifications to existing workflows.
Locate and define new process improvement opportunities.
Provide Jira Service Desk training to users
Create and maintain detailed technical and user facing documentation.
Gather requirements for business processes, and determine ways to optimize/improve JIRA Service Desk build and configure; workflow, screen and field schemes, as well as identify where functionality can/cannot meet user requests.
Develop metrics dashboards in JIRA Service Desk to provide end-users and business leadership with meaningful operational/performance metrics and status reports.
Actively and consistently support team(s) to understand and enrich the customer experience.
Help maintain JIRA Service Desk projects and perform as local admin for the teams.
Communicate effectively and work closely with other teams to educate best practices across the organization.
Creates and updates training manual, documentation, help guide, best practice and resources as needed

Be the initial support tier for JIRA Service Desk and Confluence
Minimum of 3 years of hands‐on experience working with the Atlassian product suite, with specific focus on JIRA Service Desk and Confluence.
Familiarity with hands-on experience using JIRA REST APIs for integration with other tools.
Familiarity with Java, Apache Tomcat, APIs, Certificates, POSTGRES and MySQL.
Energetic and ability to work in a fast changing dynamic agile environment; strong work ethic with good time management
Working experience with the following plugins preferred:
EazyBI - Business Intelligence reporting plugin
Refined Theme for JSD - UI layer for JSD
CSAT Survey for Jira (Candylio)
Extension for JSD - Request automation plugin
Actions for JSD - Request automation plugin
Canned Responses - Comment automation
ScriptRunner - scripting plugin
Dynamic Forms
Active Directory Attributes Sync