Senior Jira and Confluence Administrator

at  Five9

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
The team is looking for a dynamic hands-on Senior Jira Admin with a strong blend of communication, team building & Jira technical skills.

KEY QUALIFICATIONS:

• Bachelor’s Degree in Computer Science, Information Science, or related technical field experience.
• 5+ years of demonstrated and proven leadership experience in small technology teams or customer support team environments.
• Atlassian Jira Cloud Administration License/Certification is a plus.
• Experience with user auto-provisioning tools is desirable.
• Proficiency in performing Atlassian installations, migrations, and plugin installations.
• The ability to construct Confluence pages and integrate Jira projects with Confluence pages is advantageous.
• Strong problem-solving skills and the ability to troubleshoot technical issues independently.
• Experience with Agile methodologies and familiarity with tools such as Confluence and Bitbucket is a plus.

SOLID EXPERIENCE WITH:

• 5 years of experience in Jira administration, with a focus on Jira Software.
• In-depth knowledge of Jira administration, including best practices, projects, workflows, custom fields, permissions, and plugins.
• Must have configured Jira for multiple teams and departments.
• Must have configured Jira Agile for project execution.

SOFT SKILLS:

• Ability to work successfully and efficiently amidst interruptions or distractions.
• Have a warm and empathic interpersonal demeanor.
• Be able to exhibit professionalism/confidentiality in escalated situations with customers.
• Excellent analytical, and technical aptitude and ability to solve problems.
• Strong verbal and written communication skills.
• Always looking to innovate and improve upon existing processes.
• Deeply passionate about helping others.

• Administer and configure Jira Software and Confluence, including setup of new projects, boards, filters, and dashboards, and implementing best practices.
• Train new users and empower other power users (such as Project Managers) through comprehensive training sessions.
• Design and maintain reporting mechanisms within Jira and Confluence to provide valuable insights to stakeholders.
• Proactively seek and implement plugins to address specific needs and enhance functionality.
• Act as a problem solver by identifying and implementing new solutions to improve workflows, schemes, screens, and overall team productivity.
• Standardize workflows, roles, and groups across multiple departments to ensure consistency and efficiency.
• Configure Jira for multiple departments and assist with user auto-provisioning where needed.
• Utilize expert-level Atlassian tool administration knowledge to optimize Jira and Confluence performance.
• Demonstrate proficiency in writing custom JQL (Jira Query Language) to facilitate advanced search capabilities.
• Integrate Jira projects with Confluence pages to streamline collaboration and documentation processes.
• Conduct Atlassian installations, migrations, and plugin installations as required.
• Exhibit strong analytical skills to identify opportunities for process improvement and automation.
• Adapt to a dynamic agile environment and manage tasks effectively with strong time management skills.
• Communicate effectively, both verbally and in writing, to convey technical concepts to diverse audiences.
• Manage Jira design & build activities, issue resolution, and communication across teams & clients.
• Reduce customizations where possible and any non-standard application processes; ensure maximum reuse of code and processes.
• Ensure that the technology, solution, and process are compliant with the enterprise architecture standards and guidelines.