Company Description At Publicis Groupe, we are looking for a **JIRA Application Support Analyst** fluent in English to join our Tech Hub at **Publicis Global Delivery**, the outstanding platform that we created to become a global interconnected network and provide offshore & nearshore solutions for our partners - sister companies´ business worldwide. We currently have tech hubs in Argentina, Colombia and Costa Rica and we are offering the amazing opportunity to take part of our 400+ people Technology Team that support our global businesses. **By joining our team, you´ll be providing outstanding support for JIRA Tools to end users for Publicis Sapient, the technology company with a track record of more than 30 years, which was named by Forrester Wave as a leader among one of the most important technology service providers worldwide, having the unique opportunity to take part of a great variety of projects in a flexible, fast-paced and multicultural environment that is always growing and mutating.** **Day-to-day, your role includes**: - Provide 24*5 support for DOJO Tools to end users - Manage Atlassian Tools administration wrt project/space configurations, project environments and Tool access management - Customize projects in Jira to serve specific business needs of delivery accounts - Provide Tools training to account teams and new hire batches in PS to help them adopt DOJO Tools - Provide Tools training to account teams to help them adopt DOJO Tools - Manage support requests within defined SLAs - Participate in team discussions, provide suggestions for improving responses and CSAT scores in user tickets **We’re looking for strong, impactful work experience, which typically includes**: - Prior experience of Supporting Enterprise Tools for an organization - Prior experience of working in rotational shifts Should have worked in an SLA driven - Support function External stakeholder management - Prior experience in Incident Management Process for Enterprise Tools - Excellent Communication Skills **Good to Have** - Atlassian Admin Certification - Prior experience with ITSM tools like Jira Service Management, ServiceNow, etc. - Understanding of Apache, SQL, Tomcat and Linux As benefits, we have a high quality prepaid medical plan, fully remote work, flexible schedule, on demand access to E-learning platforms, in-company English lessons, certification programs, annual appraisal process, soft skills development, technical trainings and a mentor who´ll do a coaching process to develop your professional career **Would you like to hear a bit more? We’d love to hear from you!** Job Description** By joining our team, you´ll be providing outstanding support for JIRA Tools to end users for Publicis Sapient, the technology company with a track record of more than 30 years, which was named by Forrester Wave as a leader among one of the most important technology service providers worldwide, having the unique opportunity to take part of a great variety of projects in a flexible, fast-paced and multicultural environment that is always growing and mutating.** **Day-to-day, your role includes**: - Provide 24*5 support for DOJO Tools to end users - Manage Atlassian Tools administration wrt project/space configurations, project environments and Tool access management - Customize projects in Jira to serve specific business needs of delivery accounts - Provide Tools training to account teams and new hire batches in PS to help them adopt DOJO Tools - Provide Tools training to account teams to help them adopt DOJO Tools - Manage support requests within defined SLAs - Participate in team discussions, provide suggestions for improving responses and CSAT scores in user tickets Qualifications** We’re looking for strong, impactful work experience, which typically includes**: - Prior experience of Supporting Enterprise Tools for an organization - Prior experience of working in rotational shifts Should have worked in an SLA driven - Support function External stakeholder management - Prior experience in Incident Management Process for Enterprise Tools - Excellent Communication Skills **Good to Have** - Atlassian Admin Certification - Prior experience with ITSM tools like Jira Service Management, ServiceNow, etc. - Understanding of Apache, SQL, Tomcat and Linux **We’d love to hear from you!** Additional Information - Access to a high quality Prepaid Medical Plan - 100% Remote work - Flexible schedule - Technical trainings & soft skills development - Certification programs - Access to E-Learning platforms - English lessons - Engagement activities and events - A mentor who´ll do a coaching process with you to develop your professional career! All your information will be kept confidential