Provide day-to-day operational support, including user administration, tool configuration and customization, troubleshooting and serving as a liaison with technical support team
Assist users and stakeholders with understanding the capabilities in meeting our portfolio management, execution, and reporting needs, as well as performing a wide variety of trouble-shooting and problem-solving activities.
Identify and implement new and better tools to improve productivity
Handle general set up, configure, administer projects and set-up of the project hierarchy, set up teams, administer users, manage users and permissions, import work from other sources, support integrations
Provide application support and advanced troubleshooting
Standardize and consolidate application solutions and processes, where feasible, across the organization
Assist internal customers in the adoption of Agile process and help to build cohesion and gain buy-in for in our toolsets
Superior problem solving and trouble-shooting skills with a proven ability to exercise sound judgment in order to solve complex issues, recognize business critical situations, and escalate as needed. Needs to be detail-oriented
Excellent verbal and written communication skills
Some business/systems analysis experience desired, with an ability to elicit and document business, user, and process requirements as it relates to configuring and supporting tools
Demonstrated ability to assist in the development and delivery of user training in classroom and informal group or 1:1 settings
Strong service orientation. A highly collaborative, energetic team player with demonstrated ability to be flexible, diplomatic, persistent, and energetic. Comfortable with ambiguity, open to change, working in a fast-paced and fluid environment, and thrives on learning and acquiring deep expertise in our tools and process
Proficient in the use of Microsoft Office tools (Word, Excel, PowerPoint, Project and Visio) required
Knowledge of managing software (especially JIRA, Confluence, and Service Desk) in an agile organization
Strong ability to understand business and engineering workflow requirements and use those to build effective JIRA workflows.