Senior Atlassian Service Desk Analyst

ECS is seeking a Senior Atlassian Service Desk Analyst to work remotely.

ECS is searching for a passionate and driven Senior Atlassian Service Desk Analyst who enjoys working within a dynamic and growth-oriented team. The Senior Atlassian Service Desk Analyst is responsible for verbal and written communications, business analysis, reporting and facilitates stakeholder outreach and engagement. The ideal candidate is skilled in synthesizing data and information into compelling reports that effectively convey the intended narrative and engage stakeholders.

Salary Range: $90,000-$110,000

General Description of Benefits

Qualifications

• US Citizenship
• Ability to gain DHS Public Trust
• Bachelor’s degree
• Minimum of seven (7) years’ experience in systems analysis and design of information systems programs
• Proficient in MS Office, Jira and Confluence

Desired Skills

• Provide first and second-level technical support for Atlassian products including Jira, Confluence, Bitbucket, and related tools
• Respond to user inquiries via ticketing system, email, chat, and phone regarding Atlassian platform issues and questions
• Troubleshoot and resolve technical issues related to user access, permissions, workflows, configurations, and integrations
• Create and maintain user accounts, manage permissions and group memberships across Atlassian platforms
• Document support cases, resolutions, and workarounds in the knowledge base for future reference
• Escalate complex technical issues to senior administrators or Atlassian support when necessary
• Guide users through Atlassian product features and best practices to improve adoption and productivity
• Monitor system performance and proactively identify potential issues before they impact users
• Assist with user onboarding and training on Atlassian tools and workflows
• Configure and customize Jira projects, workflows, screens, and fields based on team requirements
• Maintain and update Confluence spaces, templates, and documentation standards
• Track and report on common issues, user trends, and support metrics
• Participate in testing new features, updates, and plugins before deployment