Platform Management Specialist III

Platform Management Specialist III – Atlassian Systems (Admin & Automation)

Overview

The Platform Management Specialist III is the primary technical owner of our Atlassian Cloud ecosystem:

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Jira Software

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Jira Service Management (ITSM)

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Jira Product Discovery

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Confluence

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Rovo AI (agents, automations, knowledge search)

This role combines system administration, platform governance, and low‑code development (automation, integrations) to keep our Atlassian tools secure, reliable, and well‑adopted.

You’ll handle day‑to‑day platform operations, Tier 2 support, configuration, and automation, while also driving continuous improvement and AI‑driven capabilities with Rovo. You will work closely with IT, Service Desk, DevOps, Product, and business teams.

Key Responsibilities.

System Administration & Platform Ownership

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Act as primary admin for Atlassian Cloud (Jira Software, Jira Service Management, Jira Product Discovery, Confluence).

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Configure and maintain Jira and JSM projects, workflows, schemes, custom fields, permissions, and SLAs to support agile and ITSM processes (Incidents, Requests, Changes, Problems).

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Administer Confluence spaces, permissions, templates, and page structures to promote effective knowledge sharing.

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Manage user and group access, license allocation, and integration with identity/SSO in partnership with security/identity teams.

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Define and enforce governance standards (naming conventions, project/space templates, permissions, data retention).

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Configure and maintain Automation for Jira rules and other low‑code automations to reduce manual work and improve data quality.

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Evaluate, configure, and support Marketplace apps and integrations that extend Atlassian capabilities.

Monitoring, Performance & Reliability

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Monitor health, availability, and performance of Atlassian Cloud services using admin tools and dashboards.

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Perform regular audits to clean up unused projects/fields/workflows and optimize performance.

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Help ensure data integrity, security, and compliance with internal policies.

Technical Support, Incident Resolution & ITSM

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Provide Tier 2 support for incidents and requests related to Atlassian platforms.

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Troubleshoot complex configuration, permission, workflow, and integration issues.

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Support and enhance ITSM processes in Jira Service Management (queues, SLAs, forms, automations, notifications).

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Document resolutions, known errors, and workarounds in Confluence, and collaborate with Problem Management as needed.

AI, Rovo & Knowledge Management

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Leverage Atlassian Rovo to improve search and discovery across Jira and Confluence.

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Design and refine Rovo agents and automations that support Service Desk agents and business users (e.g., suggested resolutions, guided triage, knowledge surfacing).

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Work with process and content owners to structure knowledge (templates, labels, metadata) for effective AI use.

Collaboration, Change & Continuous Improvement

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Collaborate with IT, DevOps, Security, Product, and Service Desk to plan, test, and deploy:

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New Atlassian features and configurations

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Marketplace apps and integrations

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Process improvements and templates

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Participate in change management to minimize disruption from upgrades, migrations, and major config changes.

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Maintain clear, up‑to‑date documentation of system configurations, standards, SOPs, and runbooks in Confluence.

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Stay current with Atlassian best practices and releases, and propose improvements to increase automation, self‑service, and adoption.

Requirements

Education & Certifications

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Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent experience.

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Atlassian certifications (e.g., Jira Administration, ITSM) are a plus.

Experience

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2–4 years of hands‑on experience administering Atlassian platforms (at least Jira and Confluence; Jira Service Management strongly preferred).

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Experience in a technical role such as System Administrator, Atlassian Administrator, DevOps Engineer, or similar.

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Strong experience with Atlassian Cloud administration, including:

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Workflow and scheme design

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Permission and notification management

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Project and space administration

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Experience supporting end‑user and/or customer‑facing platforms, ideally within an ITSM/Service Desk context.

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Experience designing and managing Automation for Jira rules or similar workflow automation.

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Familiarity with ITIL/ITSM concepts (Incident, Request, Change, Problem) and how they map into Jira Service Management.

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Familiarity with Rovo or similar AI‑powered collaboration/knowledge tools is a plus.

Technical Skills

Core:

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Jira and Confluence admin: workflows, issue types, custom fields, schemes, permissions, spaces, templates.

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Atlassian Cloud admin: organization settings, security controls, user and group management.

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Basic understanding of integrations/APIs (REST APIs, webhooks, or integration platforms), or strong willingness to learn.

Nice to Have:

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Scripting or automation experience (e.g., Python, JavaScript, PowerShell) to support integrations, reporting, or admin tasks.

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Experience with Atlassian Forge or other Marketplace app frameworks.

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Experience with Jira Product Discovery, Assets/CMDB in JSM, Opsgenie, or Statuspage.

Language

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English Level B1 or higher; able to communicate effectively with technical and non‑technical stakeholders and create clear documentation.

Amazing Benefits Include:

• Health Insurance

• Dental Coverage

• Paid Time Off (PTO)

• Life Insurance

Why Join Quetzal International Services? Because you will be part of our IT department named Arreglatech, a place where you will own and shape our Atlassian ecosystem, enabling teams to collaborate, deliver, and support services more effectively. You’ll work at the intersection of platform administration, automation, and AI, with space to propose and implement improvements.

Apply now and take the next step in your career with Quetzal International Services!