Product Specialist

Summary

Join NBCUniversal as a Product Specialist and contribute to the management, support, and optimization of our Atlassian System of Work tools. You will provide L1 and L2 support, ensuring smooth system operations and assisting end-users. Responsibilities include monitoring queues, updating documentation, facilitating training, and collaborating on new project requests. This role requires experience with Atlassian products and excellent communication skills. The ideal candidate will possess a strong understanding of Atlassian products and possess excellent communication and problem-solving skills. This is a fully remote position offering competitive salary and benefits.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred or equivalent related work experience
• 1+ years' experience in product management, with a focus on enterprise tools such as Jira Align, Atlassian Analytics, or similar products
• Proven experience working with Atlassian products, including Jira (Software, Service Management), Confluence, and related plug-ins (e.g. QMetry, Lucid Charts)
• Strong knowledge of workflows, permissions, issue types, and project management concepts within the Atlassian ecosystem
• Experience with L1/L2 service desk support, including issue resolution, troubleshooting, and escalation management
• Familiarity with system monitoring tools and the ability to generate reports to support decision-making
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines
• Experience in training or facilitating user onboarding and support materials
• Analytical mindset with the ability to gather requirements and translate them into actionable tasks or projects

Responsibilities

• Provide L1 and L2 support for end-users utilizing Atlassian products such as Jira, JSM, Confluence, APIs and plug-ins
• Diagnose and troubleshoot technical issues related to system & project configurations, workflows, and permissions
• Track and manage service desk queues for timely resolution of user issues and requests. Ensure it meets our Service Level Agreements (SLAs)
• Ensure proper escalation of L3 support issues to relevant engineering and development teams, providing necessary context for effective resolution
• Monitor system performance, usage patterns, and service desk queues to ensure smooth operation of the Atlassian tools
• Generate reports and provide insights to stakeholders on system usage, outstanding issues, and overall system health
• Assist in managing system updates and enhancements in collaboration with engineering teams
• Maintain up-to-date documentation, including user guides, troubleshooting manuals, and FAQs for Atlassian products
• Regularly review and update training materials, ensuring they reflect the latest tool functionalities and processes
• Collaborate with cross-functional teams to gather feedback and continuously improve knowledge base articles
• Document best practices and guidelines for using Atlassian tools, ensure they are kept up to date, communicated to users, and incorporated into training sessions
• Facilitate onboarding for new users, ensuring they are familiar with Jira, Confluence, JSM, and other Atlassian tools
• Conduct training sessions, webinars, and create instructional content to ensure users are well-equipped to leverage Atlassian products effectively
• Develop and maintain training decks, including new features and best practices
• Gather requirements from teams across the organization to scope new project requests, workflow customizations, and tool integrations within the Atlassian suite
• Work with project managers, product managers, and other stakeholders to ensure new initiatives align with organizational goals and maximize the potential of the Atlassian tools
• Assist in creating and configuring new projects, workflows, and templates in Jira based on business requirements
• Stay up-to-date with new Atlassian product features, plug-ins, and industry trends, evaluating their applicability to improve internal processes
• Proactively identify opportunities to enhance system efficiency, user experience, and tool adoption across teams
• Provide feedback and suggestions for system improvements to the Atlassian product owners and engineering teams
• All other duties as assigned

Preferred Qualifications

• Atlassian certifications such as Jira Software Administrator, Jira Service Management Administrator, or Confluence Administrator
• Experience in Agile methodology or Scrum processes
• Background in IT service management (ITSM) using JSM or similar platforms

Benefits

• Fully Remote
• Salary Range: $75,000 - $90,000
• Medical, dental and vision insurance
• 401(k)
• Paid leave
• Tuition reimbursement
• A variety of other discounts and perks