Atlassian Administrator, Braze

• Have 3 to 5 years of hands-on experience administering Jira and Confluence in a business environment, preferably using Atlassian Cloud
• Have working knowledge of Jira Service Management, including request types, queues, SLAs, forms, and customer portals
• Comfortable writing JQL and creating filters, dashboards, and operational reports
• Familiar with Jira Automation and understand how automation can improve repeatability and reduce administrative effort
• Have exposure to ScriptRunner through reading, testing, troubleshooting, or modifying existing scripts
• Familiar with Atlassian Rovo and AI-enabled workflows, including experience with Rovo Search, Rovo Chat, or configuring Rovo agents
• Comfortable troubleshooting platform issues and working through problems methodically
• Strong written communicator who documents changes clearly and can explain technical concepts to non-technical users
• Customer-focused and comfortable working directly with teams across different functions and levels of technical experience
• Organized and able to manage competing requests while distinguishing true business urgency from less critical work
• Motivated to continue developing deeper expertise in Atlassian administration, automation, scripting, and solution design
• Comfortable working within established change management, governance, and documentation standards
• We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you

Desirable

• We’re looking for an Atlassian Administrator who is organized, customer-focused, and excited to build deeper expertise across Jira, Jira Service Management, Confluence, and the broader Atlassian Cloud ecosystem
• In this role, you will support the day-to-day administration and operation of Braze’s Atlassian platforms, helping teams work more effectively through reliable configuration, responsive support, clear documentation, and thoughtful automation
• You will serve as a key point of contact for Atlassian requests across the business, supporting everything from access and permissions to workflows, project configuration, JSM queues, dashboards, reporting, and troubleshooting
• You will work closely with our Lead Atlassian Solutions Engineer to ensure changes are implemented consistently and in accordance with Braze’s platform governance and change management standards
• You will also contribute to larger initiatives including platform cleanup, workflow consolidation, service management improvements, automation, ScriptRunner development, and Braze’s growing use of Atlassian Rovo and AI agents
• If you enjoy solving problems, helping users, improving systems, and continuing to develop your technical skills in a large Atlassian Cloud environment, we’d love to meet you
• You’ll support the operation and continued improvement of Braze’s Atlassian ecosystem, including:
• Platform Administration and User Support:
• Manage the day-to-day request queue for Jira, Jira Service Management, and Confluence, resolving configuration, access, reporting, and usability issues while keeping stakeholders informed
• Jira and JSM Configuration:
• Configure and maintain projects, workflows, screens, custom fields, issue types, request types, queues, SLAs, forms, permission schemes, notification schemes, and customer portals
• Automation and Operational Efficiency:
• Build and maintain Jira Automation rules that reduce manual work, improve consistency, and support repeatable business processes
• Rovo and AI Enablement:
• Support and improve Rovo agents by maintaining instructions and knowledge sources, troubleshooting unexpected behavior, testing new use cases, and gathering feedback from users
• Reporting and Visibility:
• Create and troubleshoot JQL queries, filters, dashboards, and reports that provide teams with visibility into workload, service performance, and operational trends
• Governance and Access Management:
• Manage users, groups, roles, and permissions while supporting license reviews, access reviews, change management, and documentation requirements
• Documentation and Enablement:
• Maintain platform documentation, knowledge articles, and training materials, including async walkthroughs that help teams self-service common Atlassian tasks
• Platform Improvement Initiatives:
• Partner with the Lead Atlassian Solutions Engineer on project rollouts, workflow consolidation, JSM improvements, platform cleanup, application integrations, and other initiatives that improve the scalability and usability of the Atlassian environment
• Own and manage incoming Atlassian administration requests, prioritizing work based on business impact and urgency
• Configure and maintain Jira, Jira Service Management, and Confluence configurations across projects, workflows, fields, permissions, queues, forms, SLAs, portals, spaces, and templates
• Manage users, groups, roles, and access while supporting periodic license and access reviews
• Build and troubleshoot JQL queries, filters, dashboards, and operational reports
• Create and maintain Jira Automation rules for well-defined administrative and business use cases
• Support existing Rovo agents and assist with the creation, testing, and rollout of new agents and AI-enabled workflows
• Troubleshoot Atlassian Marketplace applications and coordinate with vendors or Atlassian Support when escalation is required
• Test configuration changes in non-production environments before implementation
• Maintain clear documentation for configurations, processes, and recurring administrative tasks
• Create training materials and async walkthroughs that enable teams to use Atlassian tools effectively
• Assist with ScriptRunner administration by reviewing, testing, troubleshooting, and making guided updates to existing scripts
• Support larger Atlassian initiatives under the direction of the Lead Atlassian Solutions Engineer, taking on increasing ownership as your technical experience grows