Your opportunity
Are you a seasoned Support Engineer looking to grow your Enterprise Jira Administrator chops? 

New Relic is looking for a cross disciplined technical expert in supporting Jira and related tools in the newly formed BA Product Operations team. The person stepping into this role should be comfortable triaging and resolving internal support requests from our Product engineers. Jira is a strategic platform and application used by most teams across New Relic and you will play a crucial role in how the platform is used across the organization. You will be responsible for front-end configurations, implementing customizations, evaluating, implementing and managing plug-ins, integrations, and for being a go-to source for all Jira related questions and tasks. You will be a key partner and SME working with internal PMOs and Jira SMEs across the organization to align Jira to our SDLC and best practices. You are naturally curious and like to solve problems. You are customer-centric.
What you'll do
  • Lead/manage all capabilities of the Atlassian ecosystem (including add-ons, screens, workflows, schemas, fields, permissions, and notifications)
  • Provide enterprise level technical support for Jira Data Center and Cloud instances, and other products like Confluence Cloud, to our internal customers in the Product Organization
  • Build a deep understanding of stakeholder use cases and determine ways to optimize and improve setup and workflows for our tools. Map current processes and establish goals for improving, automating and increasing the technical agility of the organization driving towards the best solutions.
  • Work cross-functionally with stakeholders to deeply understand the requirements and ensure a seamless experience and timely delivery of projects for our end users
  • Provide assistance in the management and support of integrations between tools in the development landscape including : Jira, Confluence, and integrations with other major systems, tools, and add-ons ex: Slack and GetHib Enterprise
  • Build, develop and maintain custom integrations (out-of-box and custom scripts) with 3rd party applications via REST APIs
This role requires
  • 5+ years experience of SaaS enterprise tools support. Experience supporting and maintaining enterprise-level applications
  • 5+ years experience as a Jira / Atlassian Administrator
  • Bachelor of Science in Computer Science, Engineering or a related technical role or equivalent experience
  • Experience administering Jira / Confluence environments with a mixture of on-premises and cloud
  • Proficient in documenting and maintaining configuration and process information
  • Familiar with Java, JavaScript, SQL and REST APIs
  • Experience administering JIRA, Confluence and with Jira Version upgrades
  • Ability to write custom JQL (Jira Query Language)
  • Problem-solver and can use sound analytical skills in troubleshooting application issues and problem resolution in a timely manner
  • Ability to prioritize and self manage work from a support queue
  • A forward looking mindset for troubleshooting, future state planning, and best practices
  • Advanced Experience in Automation tools like Scriptrunner and Automation for Jira

Bonus points if you have
  • Atlassian Certified Professional
  • Experience with Web Programming languages (Java, JavaScript)
  • Experience with Performance troubleshooting and Performance tuning
Is a Remote Job?
Hybrid (Remote with required office time)

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