ABOUT THE ROLE
 
We are looking for a hands-on technical lead as an Assistant Enterprise Applications Manager focusing on designing, developing, and providing technical support for Atlassian stack (Jira, Confluence, Jira Service Desk) to our colleagues in different countries. You will be responsible for developing workflows and new processes, user access management, troubleshooting incidents and implementing Change Requests following our IT guidelines/processes.
The role will also ensure that enterprise IT applications are aligned with business objectives, to enhance operational efficiency, ensure the optimal performance, automation and integration across systems, and support the organization's dynamic growth to provide a seamless employee experience.

This position will be part of a team responsible for owning, managing, defining and optimizing Careem enterprise applications including Atlassian tools and enterprise productivity and HR tools used across the organization to drive efficiencies and increase collaboration across various teams.

Key Responsibilities

• Providing technical leadership and day-to-day support on Atlassian applications (JIRA, JIRA Service Desk, confluence).
• Develop new workflows, create custom fields / screens and scripts to automate tasks.
• Create JIRA based reports, dashboards and planning views based on different user requirements.
• Help colleagues in building their own simple and complex JQL queries.
• Troubleshoot issues, communicate with process owners and continue to improve support processes.
• Manage different systems access and permission configurations to ensure compliance and enforce best practices.
• Log and track all incidents via the ITSM tool (Jira) and follow the incident management process.
• Providing support via the central IT Support Slack channel and ensuring that incidents are logged on behalf of the end users.
• Problem Management to ensure that incidents are reviewed for recurring issues and problems are highlighted.
• Provide workarounds, perform Root Cause Analysis (RCA) and document Known Errors. 
• Perform the duties of JIRA maintenance, administration, upgrade and enhancements.
• Implement and maintain Atlassian documentations (User Guides, Operations Guides, Training Manuals, Technical Documents, etc.)
• Introduce best practices of the Atlassian tools to maximize efficiency and provide recommendation and enhancement of the systems and processes.
• Configure and optimize other systems, including talent management, performance management, Onboarding and any other related platforms to ensure optimal performance.
• Implement system upgrades and enhancements to keep pace with technology advancements.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related field. 
• 4-7 years of experience in managing enterprise systems and applications.
• Strong technical skills in programming languages (e.g., Java, Python) and Cloud platforms (Microsoft Azure, AWS or Google) 
• Experience with system integration and knowledge of API protocols.
• Good experience with Enterprise Platforms (Jira, GitHub, different apps integration and automation).
• Excellent project management skills.
• Excellent analytics skills and proficiency in data analytics tools is a plus.

Nice to Have

• Excellent communication skills (written & verbal)
• Stakeholder management skills
• Experience with both SCRUM and Kanban methodologies
• Experience with providing admin support for Atlassian related products.
• Experience with JAVA development, more specifically groovy
• Master’s degree or relevant certifications (e.g., ITIL, PMP, or similar)