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Infrastructure Systems Engineer - 4

San Francisco, California 94107

Post Date: 06/18/2018 Job ID: 6360 Industry: Back-End Development / Programming

Infrastructure Systems Engineer

Have a passion for travel and world-class customer service?  

ektello is currently hiring an Infrastructure System Engineer or one of the our most unique travel clients in San Francisco, CA. Our client provides magical travel experiences in 65, 000+ cities and 191 countries. With one of the world’ s most effective approaches to building both an iconic brand and an incredibly successful business, they have a place as one of the most iconic companies of this generation.

  • 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 client 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
  • BS or equivalent preferred

Certifications & Licenses:
  • Atlassian Confluence Administrator
  • Atlassian JIRA Administrator
  • Atlassian JIRA Service Desk Administrator
  • ITIL v3




Cathy Rodger
Technical Recruiter

I like to explore not just what a candidate can do, but also what they want to do. Looking to make a career change? Let’s talk about what we can do to help steer you in that direction, whether that be continuing education or finding the right opportunity where you are able to grow into a new role. I want to help…so let’s connect today!
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