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 Atlassian product features, plug-ins, 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:_

• Bachelor’s 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 plug-ins (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 decision-making.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical 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 non-NBCUniversal worksite, most commonly an employee’s residence. Salary Range: $75,000 - $90,000

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 in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's 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 AccessibilitySupport@nbcuni.com.

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.