Description

• 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.

• 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.

• 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.