Jira Engineer

Job Description

At Careem we are led by a powerful purpose to simplify and improve lives in the Middle East, North Africa and Pakistan. Were pioneering the development of innovative services to aid the mobility of people, the mobility of things and the mobility of money.Were in the driving seat as we help to define how technology will shape progress in some of the fastest-growing countries in the world. Our teams are building tech to meet the needs of the future in areas including data and AI, e-commerce, technology-enabled logistics, maps, identity, and fintech.Were well placed to solve complex and meaningful challenges at scale, with deep tech expertise, strong regulatory relationships, a local presence, and increasingly specialised global teams which are structured to operate as autonomous start-ups. Our team of over 400 engineers and developers are empowered to develop cutting-edge technology every day.Careem was established in July 2012, became a wholly-owned subsidiary of Uber Technologies, Inc. in January 2020, and today operates in over 100 cities across 12 countries.About the roleWe are looking for a JIRA Engineer who will develop and provide technical solutions for Atlassian JIRA / Confluence tools and support our colleagues in different countries. You will be responsible for user access management, developing workflows and new processes, troubleshooting incidents and implementing Change Requests following our IT guidelines / processes.This position will be part of a team responsible for owning, managing, defining and optimizing standard Atlassian tools and processes to drive Atlassian best practices and increase collaboration across various teams.What youll do

• Providing Administration and Level 1 & 2 Support of Atlassian applications (JIRA, Confluence, Service Desk).
• Manage system access and permission configurations to ensure compliance and enforce best practices.
• Develop new workflows, create custom fields / screens and scripts to automate tasks.
• Create Jira based reports, dashboards and planning views based on different user requirements.
• Help colleagues in building their own simple and complex JQL queries.
• Troubleshoot issues, communicate with process owners and continue to improve support processes.
• Log and track all incidents via the ITSM tool (Jira) and follow the incident management process. Working on escalated Incidents from the IT Service Desk and ensure that Incidents are updated daily with meaningful updates, quality and troubleshooting steps performed. Ensure that incidents are resolved within the set SLAs.
• Providing support via the central IT Support Slack channel and ensuring that incidents are logged on behalf of the end users.
• Ensure that priority 1 / critical issues are communicated to the IT leadership team and key stakeholders for visibility and awareness.
• Problem Management to ensure that incidents are reviewed for recurring issues and Problem are highlighted. Provide workarounds, perform Root Cause Analysis (RCA) and document Known Errors.
• Change Management to assess / minimize the impact to production services. Ensure there is communication to the users of any disruption to services.
• Develop and maintain JIRA integration with other tools (e.g., Slack, Oracle) through Rest APIs.
• Perform the duties of JIRA maintenance, administration, upgrade and enhancements.
• Implement and maintain Atlassian documentations (User Guides, Operations Guides, Training Manuals, Technical Documents, etc.)

Communication skills

• Excellent communicator who can work with and influence all functions and levels
• Delivers engaging, informative and well-organized presentations.
• Resolves and/or escalates issues in a timely fashion.
• Understands how to communicate difficult/sensitive information tactfully.

Team skills

• Manages day-to day Sponsor and User interaction and expectations
• Consistently acknowledges and appreciates each team members contributions.
• Effectively work with cross departments.
• Suggests areas for improvement in internal processes along with possible solutions.
• Keeps track of Lessons Learned and shares those lessons with team members.

Problem Solving

• Combine patience, determination, and persistence to troubleshoot issues
• Dynamic, results-oriented problem solver
• Easily understand, investigate and solve technical problems in a detail driven attitude
• Skilled at evaluating options and generating solutions
• Strong problem-solving and analytical skills
• Troubleshooting equipment or situations

Essential Skills and Competencies

• Good experience with JIRA, JIRA Service Desk and Confluence
• Experience with developing JIRA workflows, creating custom fields, SLAs, etc.
• Experience with both SCRUM and Kanban methodologies
• Experience with providing admin support for Atlassian related products
• Knowledge and experience in implementing plug-ins
• Experience in implementing complex JQL queries
• Experiencewith SSO (Single Sign-On)
• Experience with JAVA development, more specifically groovy
• Knowledge and experience in managing Confluence spaces and pages
• Experience in writing and updating technical and functional documentations such as user manuals, system documentations and training materials
• Active understanding of Agile development methodologies
• Solid working knowledge of ITSM best practices and ITIL processes related to Incident Management, Problem Management, Change Management and Asset Management

What youll need

• Bachelors degree in computer science or similar displace
• 2-5 years experience
• Must be fluent in English (Written / Spoken)

Where youll be

• Even though we are working remotely, we are strong believers in collaboration and the power of building social connections with our teams. For that reason, our offices are still open and provide plenty of collaboration-friendly spaces at times when teams need it or if you need a quiet space to work outside of home.
• Youll be working in the location youre hired from. Due to legal and compensation considerations, you will need to be based out of the country youre hired from as your primary work location.

What well provide youIn addition to a competitive long-term total compensation with salary and equity, we have a reward philosophy that expands beyond this.As a Careem colleague you will be able to:

• Be part of a Remote-First organisation
• Work from any country in the world for 60 days a year
• Use Unlimited Vacation days throughout the year
• Access fitness reimbursements for health activities including: gym, health club and training classes.
• Work and learn from great minds
• Create impact in a region with untapped potential
• Explore new opportunities to learn and grow every day

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