IT Support Helpdesk

Trusted by many of the largest companies globally, Accertify is the leading digital platform assessing risk across the entire customer journey, from Account Monitoring and Payment Risk to Refund Fraud and Dispute Management. Accertify helps maximize revenues and user experience while minimizing loss and customer friction. We offer ultra-fast decision-making and precise control, ensuring our customers are always confidently in the driver’s seat and ready to #MoveAtTheSpeedOfRight.

We are looking for a highly skilled IT Support Helpdesk Specialist with at least three years of hands-on experience managing, configuring, and optimizing Jira and other Atlassian tools. The ideal candidate will have deep expertise in administering Jira Software, Jira Service Management, Jira Core, Confluence, and the broader Atlassian suite, along with a firm grasp of best practices for system configuration and performance optimization.

Responsibilities :

1. Administer and manage Jira Software, Jira Service Management, Confluence, and other Atlassian tools.
2. Configure, maintain, and customize Jira projects, workflows, screens, permissions, and notifications to meet team needs.
3. Troubleshoot and resolve issues within Jira and Atlassian tools, ensuring minimal downtime and high system availability.
4. Collaborate with teams to understand requirements and align Jira configurations with business needs.
5. Create and maintain user groups, permissions, and access control policies.
6. Monitor system performance and optimize configurations for high performance, scalability, and reliability.
7. Provide support for Jira users, troubleshoot issues, and guide users in efficient Jira tool usage.
8. Regularly update and maintain Jira and Atlassian tools, applying patches and upgrades promptly.
9. Train end-users and internal teams on Jira best practices and functionalities.
10. Maintain documentation for Jira configurations, workflows, and changes.
11. Assist with integrations between Jira and third-party tools such as Slack, GitHub, and CI/CD tools.
12. Provide regular reports on system usage, performance, and improvements.

Facilities Management Responsibilities :

1. Oversee the day-to-day operations and maintenance of our Madrid office, including building systems, equipment, and grounds.
2. Manage and supervise maintenance staff and contractors, ensuring high standards of service and safety.
3. Ensure facility compliance with local regulations.
4. Develop and manage preventive maintenance schedules for all building systems (HVAC, electrical, plumbing, etc.).
5. Handle procurement and management of facility-related vendors and service contracts.
6. Manage facility-related budgets, expenses, and resources efficiently.
7. Develop and implement emergency protocols, safety procedures, and business continuity plans.
8. Conduct regular facility inspections for safety and operational standards.
9. Coordinate space planning, office moves, and layout changes as needed.
10. Respond promptly to facility issues and employee requests.
11. Monitor energy consumption and implement energy-saving programs.
12. Maintain facility records, reports, and logs.

Qualifications :

1. Bachelor's degree in IT, Computer Science, or a related field, or equivalent practical experience.
2. Fluent in English; proficiency in another European language is desirable.
3. At least 3 years of experience as a Jira Administrator or similar role managing Atlassian products.
4. Strong experience with Jira Software, Jira Service Management, Jira Core, and Confluence administration.
5. Proficiency in Jira Query Language (JQL) and advanced search functionality.
6. Knowledge of automation and scripting within Jira (e.g., Jira Automation, ScriptRunner).
7. Experience with cloud and on-premise Atlassian environments.
8. Experience with system integrations and API usage.
9. Understanding of ITSM, Agile, and project management methodologies.
10. Excellent troubleshooting and problem-solving skills.
11. Strong communication and interpersonal skills for cross-team collaboration.
12. Opportunity to work in a global environment with cultural exposure.
13. Collaborative work culture valuing contributions.
14. Location: Madrid, Spain.
15. Permanent, full-time role with 5 days in-office per week.
16. Employment eligibility in Spain is required; no Visa sponsorship provided.