Summary
Join Aperia Solutions, a leader in SaaS solutions for the Payments and Compliance industries. Aperia is a Texas-based fintech and managed consultancy firm that creates custom SaaS applications and other software-based solutions for the payments, banking, and processing industry. Founded in 1999, Aperia offers business intelligence, risk management, compliance, and customer intelligence platforms. With offices in Dallas, Washington DC, and Vietnam, Aperia is a fast-paced, global organization that strives to improve efficiency in compliance, risk, and customer service operations. Aperia’s clients include banks, processors, payment facilitators, merchant service providers, independent sales organizations, and government entities. A career at Aperia promises a great challenge, culture, and opportunities to forge your own path.
Overview
The JIRA Administrator will be asked to engage with other team members, providing insight, guidance, and thought leadership. The main function of the JIRA Administrator will be to provide system admin support for Atlassian tools such as (Jira, Confluence) & drive increased user adoption through continuous improvements within the toolset. Candidate will possess automation, script development, reporting skills and champion technology/tools that improve processes and provide efficiency.
Responsibilities
- Own, troubleshoot, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency within and across teams, maintain updates on the case.
- Error diagnosis (code review if needed), debugging, validation, and root cause analysis.
- Enable replication of issues to verify product-related bugs.
- Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.
- Drive technical collaboration & engagement outside of Fiserv with our internal and external partners.
- Provide technical leadership and mentoring for Support Engineers.
- Act as the primary point of contact for local JIRA Admin escalation
- On-call rotation and JIRA Engineer lead
Competencies
- Customer Focus & Adaptability
- Effective communication
- Team and Collaborative Working
- Process re-engineering with a Solution mindset
- Learning Aptitude
Experience
- Bachelor’s degree in computer science preferred.
- 4+ years of experience in Technical Support, Software Services, and/or system administration for a large end-user community.
- 2 - 3+ years of experience working with Jira and Confluence Data Center (preferably on AWS hosted instances)
- Proven track record migrating JIRA and/or Confluence from older instances.
- Proven track record to de-escalate difficult situations with customers, working with executive levels.
- Proven track record of multi-tasking between tickets and mentoring of junior team members.
- Experience in mentoring other support engineers to grow their technical and troubleshooting skills.
- Has supported customers over email, phone, and screen-shares.
- Experience working in a high case volume environment and ability to prioritize.
- Coordinating training for new hires and conducting training using the skill gap analysis.
Must-have skills
- Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
- Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.
- An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
- Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.
Nice-to-have skills
- Experience with APIs and REST calls.
- Experience working with Jira Service Manager
- Experience working with Splunk, Dynatrace, Clarity
- Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.
- Familiarity with AWS Cloud technologies.
- Experience working in a Linux environment.
- Ability to read/write python scripts or Ansible playbooks.
- Understanding ServiceNow, Aha, Flomatika, and Ansible integrations
Eligibility Requirements
- Must be willing to submit to a background investigation and drug test as part of the selection process.
- This position is not eligible for sponsorship.
Job Type
Schedule
Benefits
- Health insurance & Health savings account
- Dental insurance
- Vision insurance
- 401(k) matching
- Life insurance
- Paid time off
- Parental leave
- Disability insurance
- Childcare assistance
- Education reimbursement
- Fitness membership
- Volunteer time off
This job description is not intended to be all-inclusive. An employee may also perform other reasonable related business duties as assigned by their immediate supervisor or management. Principals only.
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