Jira Application Support Analyst

Company Description
At Publicis Groupe, we are looking for a **JIRA Application Support Analyst** fluent in English to join our Tech Hub at **Publicis Global Delivery**, the outstanding platform that we created to become a global interconnected network and provide offshore & nearshore solutions for our partners - sister companies´ business worldwide.

We currently have tech hubs in Argentina, Colombia and Costa Rica and we are offering the amazing opportunity to take part of our 400+ people Technology Team that support our global businesses.
**By joining our team, you´ll be providing outstanding support for JIRA Tools to end users for Publicis Sapient, the technology company with a track record of more than 30 years, which was named by Forrester Wave as a leader among one of the most important technology service providers worldwide, having the unique opportunity to take part of a great variety of projects in a flexible, fast-paced and multicultural environment that is always growing and mutating.**
**Day-to-day, your role includes**:

- Provide 24*5 support for DOJO Tools to end users
- Manage Atlassian Tools administration wrt project/space configurations, project environments and Tool access management
- Customize projects in Jira to serve specific business needs of delivery accounts
- Provide Tools training to account teams and new hire batches in PS to help them adopt DOJO Tools
- Provide Tools training to account teams to help them adopt DOJO Tools
- Manage support requests within defined SLAs
- Participate in team discussions, provide suggestions for improving responses and CSAT scores in user tickets
**We’re looking for strong, impactful work experience, which typically includes**:

- Prior experience of Supporting Enterprise Tools for an organization
- Prior experience of working in rotational shifts Should have worked in an SLA driven
- Support function External stakeholder management
- Prior experience in Incident Management Process for Enterprise Tools
- Excellent Communication Skills
**Good to Have**
- Atlassian Admin Certification
- Prior experience with ITSM tools like Jira Service Management, ServiceNow, etc.
- Understanding of Apache, SQL, Tomcat and Linux

As benefits, we have a high quality prepaid medical plan, fully remote work, flexible schedule, on demand access to E-learning platforms, in-company English lessons, certification programs, annual appraisal process, soft skills development, technical trainings and a mentor who´ll do a coaching process to develop your professional career

**Would you like to hear a bit more? We’d love to hear from you**

Job Description**
By joining our team, you´ll be providing outstanding support for JIRA Tools to end users for Publicis Sapient, the technology company with a track record of more than 30 years, which was named by Forrester Wave as a leader among one of the most important technology service providers worldwide, having the unique opportunity to take part of a great variety of projects in a flexible, fast-paced and multicultural environment that is always growing and mutating.**
**Day-to-day, your role includes**:

- Provide 24*5 support for DOJO Tools to end users
- Manage Atlassian Tools administration wrt project/space configurations, project environments and Tool access management
- Customize projects in Jira to serve specific business needs of delivery accounts
- Provide Tools training to account teams and new hire batches in PS to help them adopt DOJO Tools
- Provide Tools training to account teams to help them adopt DOJO Tools
- Manage support requests within defined SLAs
- Participate in team discussions, provide suggestions for improving responses and CSAT scores in user tickets

Qualifications**
We’re looking for strong, impactful work experience, which typically includes**:

- Prior experience of Supporting Enterprise Tools for an organization
- Prior experience of working in rotational shifts Should have worked in an SLA driven
- Support function External stakeholder management
- Prior experience in Incident Management Process for Enterprise Tools
- Excellent Communication Skills
**Good to Have**
- Atlassian Admin Certification
- Prior experience with ITSM tools like Jira Service Management, ServiceNow, etc.
- Understanding of Apache, SQL, Tomcat and Linux
**We’d love to hear from you**

Additional Information
- Access to a high quality Prepaid Medical Plan
- 100% Remote work
- Flexible schedule
- Technical trainings & soft skills development
- Certification programs
- Access to E-Learning platforms
- English lessons
- Engagement activities and events
- A mentor who´ll do a coaching process with you to develop your professional career

All your information will be kept confidential