Jira Service Desk

Duties and Responsibilities:

Basic understanding of SDLC and perform Audit based on best practices
Document requirements/changes, technical documentation, SOP creation/updates, estimation and test documents
Jira Administration
Understanding of JIRA APIs and webhooks
Support JIRA and Confluence users
Work with business users to evaluate JIRA and Confluence plug-ins, determine licensing needs, and perform testing, installation and configuration of the plug-ins
Utilizes design skills to define JIRA workflows and the related screen schemes for complex and high impact projects
Support and configure JIRA plugins as required
Create JIRA projects, queries and reports as required
Migration experience
TFS/ADO Security and Administration.
Customize work items on Azure DevOps
Day to day ticket handling
Ensure adherence to ASG's incident & problem management processes, support SLAs and KPIs
Ability to multi-task and manage to work with conflicting priorities
Adherence to Mercer process standards and best practices, design and architecture patterns
Work independently while providing constant feedback on project status and deadlines
Troubleshoot and propose viable solutions to given problems
Participates in improvising the processes and assigned applications/projects
Work in 24x7 shifts on rotation basis, including on-call support
Coordinate tasks within project team and update status reports

Skills Required:
Knowledge and Skills:

Must to have technical skills :
TFS 2015 and above version knowledge
Basic understanding on Work Item Management and customizations
Basic Experience in scripting language like PowerShell
Basic Experience on the infrastructure management (servers, Operating system, migrations, Integration Points across multiple systems
Basic knowledge of SDLC
Knowledge of Bitbucket and GITHub
Good documentation skills
Experience working in offshore-onsite delivery teams
Excellent analytical and effective communication skills
Self-starter with excellent organizational and time management skills
Fast learner, quality conscious and committed to deadlines

Good to have technical skills :

Knowledge of reporting tools i.e. Power BI
Knowledge on CICD
Knowledge on SCRUM and Agile workflow
Knowledge on Jira Administration will be an added advantage.
Basic experience of Open source stack (Linux, Unix etc.)
Knowledge on Source code management tools like svn, perforce, starteam

Eligibility :

Minimum 3-4 years of experience in Application development & Support