Product Specialist
Product Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a highly motivated and knowledgeable Product Specialist to assist with the management support and optimization of the Atlassian System of Work tools including but not limited to Jira Jira Service Management (JSM) Confluence and related plugins and APIs. This role will be responsible for providing L1 and L2 support across the organization ensuring smooth system operations and supporting endusers in their use of Atlassian tools. The specialist will also be tasked with monitoring queues updating documentation facilitating training and working with various teams to scope and implement new project requests. The ideal candidate will have a strong understanding of Atlassian products and possess excellent communication and problemsolving skills.
Key responsibilities Include:
Support and Incident Management:
- Provide L1 and L2 support for endusers utilizing Atlassian products such as Jira JSM Confluence APIs and plugins.
- Diagnose and troubleshoot technical issues related to system & project configurations workflows and permissions.
- Track and manage service desk queues for timely resolution of user issues and requests. Ensure it meets our Service Level Agreements (SLAs).
- Ensure proper escalation of L3 support issues to relevant engineering and development teams providing necessary context for effective resolution.
System Monitoring and Reporting:
- Monitor system performance usage patterns and service desk queues to ensure smooth operation of the Atlassian tools.
- Generate reports and provide insights to stakeholders on system usage outstanding issues and overall system health.
- Assist in managing system updates and enhancements in collaboration with engineering teams.
Documentation and Knowledge Management:
- Maintain uptodate documentation including user guides troubleshooting manuals and FAQs for Atlassian products.
- Regularly review and update training materials ensuring they reflect the latest tool functionalities and processes.
- Collaborate with crossfunctional teams to gather feedback and continuously improve knowledge base articles.
- Document best practices and guidelines for using Atlassian tools ensure they are kept up to date communicated to users and incorporated into training sessions.
User Training and Onboarding:
- Facilitate onboarding for new users ensuring they are familiar with Jira Confluence JSM and other Atlassian tools.
- Conduct training sessions webinars and create instructional content to ensure users are wellequipped to leverage Atlassian products effectively.
- Develop and maintain training decks including new features and best practices.
Requirement Gathering and Project Scoping:
- Gather requirements from teams across the organization to scope new project requests workflow customizations and tool integrations within the Atlassian suite.
- Work with project managers product managers and other stakeholders to ensure new initiatives align with organizational goals and maximize the potential of the Atlassian tools.
- Assist in creating and configuring new projects workflows and templates in Jira based on business requirements.
Continuous Improvement:
- Stay uptodate with new Atlassian product features plugins and industry trends evaluating their applicability to improve internal processes.
- Proactively identify opportunities to enhance system efficiency user experience and tool adoption across teams.
- Provide feedback and suggestions for system improvements to the Atlassian product owners and engineering teams.
All other duties as assigned.
Qualifications :
Requirements:
- Bachelors degree in Information Technology Computer Science or a related field preferred or equivalent related work experience
- 1 years experience in product management with a focus on enterprise tools such as Jira Align Atlassian Analytics or similar products.
- Proven experience working with Atlassian products including Jira (Software Service Management) Confluence and related plugins (e.g. QMetry Lucid Charts)
- Strong knowledge of workflows permissions issue types and project management concepts within the Atlassian ecosystem.
- Experience with L1/L2 service desk support including issue resolution troubleshooting and escalation management.
- Familiarity with system monitoring tools and the ability to generate reports to support decisionmaking.
- Excellent communication and interpersonal skills with the ability to explain technical concepts to nontechnical users.
- Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
- Experience in training or facilitating user onboarding and support materials.
- Analytical mindset with the ability to gather requirements and translate them into actionable tasks or projects.
- Familiarity with scripting or automation tools in Atlassian products (e.g. Jira Automation ScriptRunner) is a plus.
Preferred Qualifications:
- Atlassian certifications such as Jira Software Administrator Jira Service Management Administrator or Confluence Administrator.
- Experience in Agile methodology or Scrum processes.
- Background in IT service management (ITSM) using JSM or similar platforms.
Fully Remote: This position has been designated as fully remote meaning that the position is expected to contribute from a nonNBCUniversal worksite most commonly an employees residence. Salary Range: $75000 $90000
This position is eligible for company sponsored benefits including medical dental and vision insurance 401(k) paid leave tuition reimbursement and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website.
Additional Information :
As part of our selection process external candidates may be required to attend an inperson interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversals policy is to provide equal employment opportunities to all applicants and employees without regard to race color religion creed gender gender identity or expression age national origin or ancestry citizenship disability sexual orientation marital status pregnancy veteran status membership in the uniformed services genetic information or any other basis protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability you have the right to request a reasonable accommodation. You can submit your request to .
For LA County and City Residents Only: NBCUniversal will consider for employment
qualified applicants with criminal histories or arrest or conviction records in a manner
consistent with relevant legal requirements including the City of Los Angeles Fair Chance
Initiative For Hiring Ordinance the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act where applicable.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
