Software Engineering Operations Specialist, EverCommerce

• 7+ years in engineering operations, engineering management, program management, or similar roles
• Deep, hands‑on Jira and Confluence administration experience
• Demonstrated experience building and maintaining Jira workflows, automations, and reporting
• Strong understanding of SDLC execution in real engineering environments
• Experience working directly with engineers to solve process and tooling challenges
• Ability to operate independently and make day‑to‑day configuration decisions
• Strong written documentation and practical training skills
• 3–5 years of experience in business analysis, product support, customer success, or product operations in a SaaS, B2B, or ERP software environment
• Excellent verbal and written communication skills – you take pride in writing clear documentation that others can act on
• Proactive and resourceful – you take initiative to schedule meetings, follow up, and get unblocked
• Strong organizational skills and attention to detail – you can manage multiple work items at once and keep your notes in order
• Familiarity with Agile software development processes, user stories, and backlog refinement
• A strong interest in growing your career in product management
• Experience using tools like Jira, Azure DevOps, Confluence, Salesforce, or similar
• Experience working with cross-functional teams and facilitating meetings is a plus
• Knowledge of the security and alarm industry, business operations, or accounting software (AR, AP, inventory, service dispatch, etc.) is a plus

Desirable

• The Engineering Operations Analyst is a hands‑on operator responsible for implementing, maintaining, automating and continuously improving a unified Software Development Lifecycle (SDLC) across a portfolio of software applications
• This role is deeply embedded in day‑to‑day engineering and product operations, owning Atlassian Jira, Confluence, and Productboard configurations and actively building workflows, automation, and integrations that support efficient quality delivery
• This position combines process ownership with technical execution, requiring someone who can both define standards and personally configure the tools that enforce them
• The role works closely with Engineering, Product, and Quality teams to reduce friction, increase visibility, and ensure consistent execution across diverse teams and systems. In addition, this role will look towards automating reporting and operations using AI
• SDLC Implementation & Enforcement
• Translate SDLC standards into practical, executable workflows within Jira and related tools
• Configure Jira projects and issue hierarchies to directly support SDLC phases (intake, planning, development, testing, release)
• Actively audit teams’ usage of tools to ensure adherence to required SDLC practices
• Partner directly with engineers and managers to troubleshoot process breakdowns
• Iterate quickly on process improvements based on real delivery data and team feedback
• Implement AI automation for reporting and operational excellence
• Jira & Confluence Ownership
• Serve as the primary Jira and Confluence administrator, performing hands‑on configuration and maintenance
• Design and maintain:
• Issue types, fields, schemas, and screens
• Workflows and transitions
• Permission schemes and roles
• Custom dashboards and reports
• Create and maintain Confluence:
• SDLC documentation
• Templates for project pages, release notes, and retrospectives
• Embedded Jira reports and live status views
• Clean up legacy configurations and reduce tool sprawl from acquired companies
• Workflow Design & Automation
• Build and maintain Jira automation rules to:
• Enforce required fields and transitions
• Reduce manual updates and duplication
• Improve traceability from idea → delivery
• Design workflows that reflect real engineering practices rather than theoretical models
• Implement integrations between Jira, Confluence, and Productboard
• Own ongoing tuning and performance of automations to prevent noise or system overhead
• Productboard Administration & Integration
• Configure and maintain Productboard structure, including components, features, initiatives, and views
• Actively manage Jira ↔ Productboard synchronization
• Ensure roadmaps and priorities in Productboard accurately reflect execution in Jira
• Support product teams with hands‑on setup for new products, views, and reporting
• Enablement Through Doing
• Create practical, step‑by‑step guidance for teams (how‑to docs, workflows, examples)
• Lead live tool walkthroughs and working sessions rather than theoretical training
• Join planning or delivery meetings as needed to support adoption
• Provide direct support during onboarding of newly acquired engineering teams
• Metrics & Operational Reporting
• Actively build and maintain Jira dashboards for delivery, flow, and predictability
• Ensure metric accuracy by enforcing consistent workflows and data standards
• Use real delivery data to highlight bottlenecks and improvement opportunities
• Partner with leadership to interpret metrics and recommend concrete changes
• Maintain and distribute leadership dashboards on a monthly basis
• What Success Looks Like:
• Teams are actively using Jira workflows as designed, not working around them
• SDLC requirements are enforced by tooling, not manual policing
• Jira and Productboard data are trusted by leadership and teams
• Reduced manual updates through effective automation
• Engineers experience less friction and clearer expectations in day‑to‑day delivery
• Partner with the Lead Product Manager to ensure the backlog is refined, well-documented, and ready for development
• Write clear, testable user stories and acceptance criteria for product enhancements, bugs, and technical requests
• Facilitate meetings with internal SMEs (support, training, customer success) to gather context, replicate issues, and document edge cases
• Support backlog refinement sessions and sprint planning by ensuring stories meet the Definition of Ready
• Help prepare discovery materials and documentation for new features or customer needs
• Organize supporting materials like workflows, screenshots, support cases, and stakeholder notes
• Serve as a liaison between customer-facing teams and developers, helping ensure issues are well understood before development begins
• Follow up with stakeholders to resolve outstanding questions or missing information for development work
• Contribute to internal product documentation and knowledge base articles