Application Support Administrator

Working at The Adaptavist Group

The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.

We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com and Aha!

We make change happen. From anywhere.

What we offer you

We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices.

Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS.

Our trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.

Read our full list of benefits

Role details

Job purpose summary

The Application Administrator position will work with customers to help them get the most out of their Atlassian software, including configuring and customising key Atlassian Software applications (Jira, Confluence, Jira Service Desk), as well as other Atlassian applications and marketplace software. As part of our clients' partially outsourced teams,this position will assist their businesses acting as a remote administrator on a day to day basis.

This position will be working with customers to respond to requests on a priority basis in a timely fashion to configure their Atlassian software to meet their needs. The role will be directly helping customers to automate processes to improve efficiencies and streamline processes. The Application Administrator will perform as a remote outsourced Atlassian administrator for various clients at the same time.

"This role operates on a stable 12-hour night shift (7:00 PM – 7:00 AM), with a repeating cycle of 3 or 4 workdays followed by 3 or 4 days off."

Key responsibilities and accountabilities

• Train in the Atlassian applications and Adaptavist tools, processes, and best practices
• Onboard and become familiar with customer application servers
• Monitor and respond to customer requests on the Adaptavist service desk
• Answer customer questions about how to best use the Atlassian applications in their business
• Create projects, configure permissions and workflows and other solutions at the request of the customer
• Work on multiple administrative activities according to agreed upon customer priorities
• Communicate with the customer and other team members to understand and deliver configuration solutions
• Solve issues and provide best practice recommendations to the customer
• Record your work and time
• Follow security protocols that the customer may establish

Person Specification

Role-specific skills, knowledge and experience

Essential

• Experience in technical support, technical consulting experience or information technology experience
• Good customer support or similar experience
• Familiarity with Jira Service Desk, ServiceNow, or other ticketing systems
• Professional ethics
• Comfortable working both independently and collaboratively in a virtual face-to-face environment through online tools (e.g. WebEx, Zoom, Slack, Skype, etc.)
• Analytical and critical thinking, excellent written and verbal communications skills
• An ability to think innovatively and creatively
• Personable, helpful and professional attitude

Desirable

• Experience administering the Atlassian toolset, in particular, Jira and Confluence
• Experience customizing Atlassian software through the use of workflows and add-ons, for example ScriptRunner
• Knowledge of the build process – Continuous Integration and Delivery
• Experience in using GitLab or Sonatype software
• Knowledge of Groovy or other programming language
• Experience in creating technical documentation and sharing knowledge