Remote Senior Atlassian Service Desk Analyst

ECS; Richmond (VA); On-site; USD 90,000 - 110,000; Full time

Job summary

ECS is seeking a Senior Atlassian Service Desk Analyst to work remotely. The role focuses on verbal and written communications, business analysis, reporting, and stakeholder engagement within a dynamic team.

The position reports to the IT services function and offers growth opportunities in a fast-paced environment. You will provide first and second-level support for Atlassian products, manage user access and permissions, document resolutions, and contribute to knowledge bases.

Qualifications

• Must have US citizenship and be eligible for DHS Public Trust.
• Bachelor’s degree is required and 7+ years in systems analysis and design of information systems programs.
• Proficient in MS Office, Jira and Confluence.

Responsibilities

• Provide first and second-level technical support for Atlassian products including Jira, Confluence, Bitbucket, and related tools.
• Respond to user inquiries via ticketing system, email, chat, and phone.
• Troubleshoot and resolve access, permissions, workflows, configurations, and integrations.
• Create and maintain user accounts, manage permissions and group memberships.
• Document cases and workarounds in the knowledge base.
• Escalate complex issues to senior admins or Atlassian support.
• Guide users through product features to improve adoption.
• Monitor system performance and identify potential issues.
• Assist with onboarding and training.
• Configure projects, workflows, screens, fields per team requirements.
• Maintain Confluence spaces and documentation standards.
• Track support metrics and trends.
• Participate in testing new features and plugins.

Skills

US Citizenship

Public Trust eligibility

MS Office

Jira proficiency

Education

Bachelor’s degree

Tools

Jira

Confluence

Bitbucket

Job description

ECS is seeking a Senior Atlassian Service Desk Analyst to work remotely. The role focuses on verbal and written communications, business analysis, reporting, and stakeholder engagement within a dynamic team.

The position reports to the IT services function and offers growth opportunities in a fast-paced environment. You will provide first and second-level support for Atlassian products, manage user access and permissions, document resolutions, and contribute to knowledge bases.