Ops Support Specialist

Ford Motor; Naucalpan de Juárez; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading automotive company is seeking an experienced administrator for their Atlassian Cloud platform. You will provide user support, create documentation, and implement automation to enhance efficiency. The ideal candidate has over 5 years of experience in operations or support, particularly with Jira and related tools, and must be fluent in English. This role is located in Naucalpan de Juárez, Estado de México.

Formación

• 5+ years of operations/support experience, with 2–3 years focused on Atlassian administration or SaaS tooling.
• Proven hands-on experience with Atlassian Cloud products.
• Practical scripting or automation experience (Python, Bash).

Responsabilidades

• Administer and operate Ford Credit’s Atlassian Cloud platform.
• Provide day-to-day user support for Atlassian products.
• Create and maintain clear documentation and runbooks.

Conocimientos

Atlassian administration

SaaS tooling administration

Python scripting

Excellent documentation skills

Fluent English

Herramientas

Jira Cloud

Jira Service Management

Confluence

AWS

GCP

Azure

ServiceNow

Descripción del empleo

Qualifications

• 5+ years of operations/support experience, with at least 2–3 years focused on Atlassian administration or SaaS tooling administration.
• Proven hands‑on experience with Atlassian Cloud products (Jira Cloud, Jira Service Management).
• Experience using a ticketing/ITSM system (Jira Service Management, ServiceNow or similar) and operating to SLA-driven queues.
• Practical scripting or automation experience (Python, Bash, or Atlassian automation/Scriptrunner) to build repeatable admin tasks and integrations.
• Excellent documentation skills and strong verbal/written communication; proven ability to translate technical issues into clear guidance for non-technical users.
• Fluent English.

You May Have:

• Atlassian certifications (Atlassian Certified Jira Administrator, Atlassian Certified Confluence Administrator) or equivalent practical experience.
• Experience with cloud platforms (AWS, GCP, Azure) or platform administration at scale.
• Familiarity with ITIL practices and incident/change management processes.
• Prior experience working across time zones and supporting distributed engineering teams.
• Background in software development or cloud engineering that helps you partner effectively with developers.

Responsibilities

• Administer and operate Ford Credit’s Atlassian Cloud platform (Jira Cloud, Jira Service Management, Confluence).
• Provide day‑to‑day user support for Atlassian products and integrations: troubleshoot permissions, project/space setup, onboarding/offboarding, and escalations from developer and business teams.
• Create and maintain clear, consumable documentation and runbooks (onboarding guides, permission matrices, service playbooks, KB articles) to reduce incoming tickets and increase self‑service.
• Manage the support queue: prioritize and resolve tickets to agreed SLAs, identify repeat issues and drive permanent fixes or automation.
• Implement and maintain automation and integrations (SCIM/SSO, webhooks, ScriptRunner, automation for Jira, APIs) to streamline administration and reduce manual toil.
• Identify best practices, templates, and developer self‑service capabilities.