Product (Atlassian) Specialist

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

As a company uniquely positioned to educate, entertain, and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity, and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests, and the communities in which we live. We strive to foster a diverse, equitable, and inclusive culture where our employees feel supported, embraced, and heard. Together, we'll continue to create and deliver content that reflects the current and ever-changing face of the world.

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 plug-ins and APIs. This role will be responsible for providing L1 and L2 support across the organization, ensuring smooth system operations, and supporting end-users 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 problem-solving skills.

Key responsibilities Include: 

Support and Incident Management:

• Provide L1 and L2 support for end-users utilizing Atlassian products such as Jira, JSM, Confluence, APIs and plug-ins.
• 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 up-to-date 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 cross-functional 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 well-equipped 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 up-to-date with new