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

Job Description

ECS is seeking a

Job Description

ECS is seeking a Senior Atlassian Service Desk Analyst to work remotely.

ECS is searching for a passionate and driven Senior Atlassian Service Desk Analyst who enjoys working within a dynamic and growth-oriented team. The Senior Atlassian Service Desk Analyst is responsible for verbal and written communications, business analysis, reporting and facilitates stakeholder outreach and engagement. The ideal candidate is skilled in synthesizing data and information into compelling reports that effectively convey the intended narrative and engage stakeholders.

Salary Range: $90,000-$110,000

General Description Of Benefits

Required Skills

• US Citizenship
• Ability to gain DHS Public Trust
• Bachelor’s degree
• Minimum of seven (7) years’ experience in systems analysis and design of information systems programs
• Proficient in MS Office, Jira and Confluence

Desired Skills

• 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 regarding Atlassian platform issues and questions
• Troubleshoot and resolve technical issues related to user access, permissions, workflows, configurations, and integrations
• Create and maintain user accounts, manage permissions and group memberships across Atlassian platforms
• Document support cases, resolutions, and workarounds in the knowledge base for future reference
• Escalate complex technical issues to senior administrators or Atlassian support when necessary
• Guide users through Atlassian product features and best practices to improve adoption and productivity
• Monitor system performance and proactively identify potential issues before they impact users
• Assist with user onboarding and training on Atlassian tools and workflows
• Configure and customize Jira projects, workflows, screens, and fields based on team requirements
• Maintain and update Confluence spaces, templates, and documentation standards
• Track and report on common issues, user trends, and support metrics
• Participate in testing new features, updates, and plugins before deployment