You will manage the front line of the Jira Service Management queue by acknowledging, categorizing, prioritizing, and routing requests according to established procedures. You will resolve issues within your scope and provide clear, complete escalations when additional support is required, including the symptoms, affected users, troubleshooting performed, findings, and items ruled out.
You will execute approved access requests across Salesforce, NetSuite, Certinia, Atlassian, and related platforms. This includes managing roles, permission sets, groups, and licenses, as well as completing onboarding and offboarding activities using established checklists. You will ensure that all changes have the required approvals and that appropriate evidence is captured for audit purposes.
You will also monitor scheduled jobs, integrations, and synchronization processes across Boomi, Salesforce, and NetSuite. Using established runbooks, you will investigate known errors, identify recurring issues, and escalate failures that are outside your scope or do not have a documented resolution.
A key part of the role will be improving the support experience through documentation. You will create and maintain knowledge articles, how-to guides, and runbooks in Confluence, convert recurring issues into self-service resources, and help keep system ownership records and contact matrices up to date.
This is an approval-driven role. Access and configuration changes must be completed through the appropriate workflow; urgency or an informal request is not a substitute for approval. Maintaining this discipline is an important part of supporting SOX and access-management controls.
You will be expected to escalate early and provide enough context for the receiving team to take action without repeating the initial investigation. You will also document recurring solutions, share knowledge with teammates, and coordinate effectively with colleagues across time zones.