Who We Are

Sabel Systems Technology Solutions, LLC is a leading solution provider for innovative Agile and Digital Transformation Solutions. We have projects across the DoD, Industry, and Academia. We operate in secure public clouds, on-premises clouds, and hybrid clouds. We provide you with large business opportunities and training within our small business agility and people first culture. You will be joining a dynamic and highly motivated team with one goal: "Get quality and secure solutions in the customers hands as soon as possible”.

Who We Need

?Sabel Systems is seeking a Jira/Confluence Subject Matter Expert (SME) to provide remote Jira/Confluence configuration and technical support for a large Space Force engagement located at LA AFB in El Segundo, CA. This remote position will be working directly with our customer over MS Teams or email to define/understand what the customer is trying to achieve with Jira/Confluence and assist the customer with properly configuring/troubleshooting Jira/Confluence to resolve their issues. This position must be able to cover the customer’s core working hours on helpdesk from 8am-5pm Pacific, Monday through Friday. Quarterly company paid travel to customer site to facilitate troubleshooting events or conduct Jira/Confluence demonstrations may be required – no more than 10% travel per year.

The Jira/Confluence SME will be working on an internal, cross-functional Sabel Agile team comprised of Model-Based Systems Engineers, Data Scientists, Scrum Masters, Jira/Confluence Developers, and an Artificial Intelligence/Machine Learning SME. The Jira/Confluence SME will gain real-world experience working in an Agile construct and exposure to a variety of technical fields/projects as they listen to teammates share their progress during daily stand-ups. The Jira/Confluence SME will have the opportunity to receive additional training on Agile processes and practices as well as hands-on experience with Kanban and/or Scrum.

The Jira/Confluence SME will require excellent interpersonal skills to discuss and troubleshoot Jira/Confluence with the customer and share lessons learned with fellow team members. Must be able to work independently and problem-solve with customers as well as with your teammates. The ideal candidate will be motivated to learn and continuously improve and grow as a team.

What You’ll Do

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Responsibilities:

• Collaborate directly with customer over MS Teams or email to understand their concerns with Jira/Confluence and help troubleshoot Jira/Confluence configuration changes
• Configure simple Jira workflow, issue types, board filters, custom screens, custom fields, components, swimlanes, Jira boards, and establish board permissions
• Configure Jira Plans/Roadmaps
• Create Confluence pages, dashboards, metrics, and document repositories
• Create Confluence macros to help customers develop dashboards and metrics
• Understand and be able to explain the utility of configuring a Jira Kanban vs Scrum board
• Create Jira Query Language (JQL) and Confluence Query Language (CQL) filters
• Adhere to Sabel policies related to service level agreements (SLAs), responding to customer support requests in a timely manner and following up with customer, as needed, to ensure satisfactory customer support experience
• Maintain new customer troubleshooting solutions documentation in Confluence to share with Sabel teammates
• Ability to independently research potential solutions on Atlassian community pages or conduct a web search
• Creating Jira/Confluence how-to guides or presentations, as requested by customer or manager, proofreading for correctness and ensuring proper spelling, grammar, and punctuation prior to release to customer or manager
• Writing user troubleshooting instructions when solutions are discovered and sharing those solutions with your internal Sabel team to knowledge-share
• Coordinate your schedule with teammates to ensure customer helpdesk coverage for 8am-5pm Pacific, M-F
• Coordinate appropriate meeting times with customer, send a MS Teams invite, and join call to assist customer on-time, scheduling and attending follow-up meetings as needed
• Attend daily stand-ups (DSUs), Sprint Reviews, Retrospectives, and any other team meetings on-time
• Maintain professional communications and appearance with customers and team members, responding to emails and participating on MS Teams calls appropriately
• Conduct remote and/or in-person Jira/Confluence demonstrations, as required
• Manage individual daily work tasks within a Jira board and SharePoint or Jira Service Management technical support ticketing system
• Other duties as assigned

Personal / Team Development

• Demonstrates the Sabel Values through own behaviors; sets clear priorities and aligns all activities; sets/achieves high personal standards for performance/conduct
• Communicates effectively internally and externally
• Recognizes and celebrates accomplishment; helps support the team and adapts to change; encourages teammates
• Assists with defining customer problems and brainstorming solutions – independently and as part of a team
• Strives for continuous self-improvement and supports growth as a team; willing to learn or improve upon skills
• Able to self-manage work schedule against needs of the customer; collaborating and scheduling troubleshooting calls with customer; manages time effectively and efficiently to ensure timely responses to customer
  

Client Management

• Demonstrates expertise in a functional, technical and/or industry specific area through comprehensive problem solving
• Maintains a high level of functional/technical expertise and is expected to be an expert with all aspects of core competencies and methodologies
• Delivers timely and quality services or products that meet or exceed team manager's and client's expectations
• Demonstrates high level of commitment to client success while responding to changes in client expectations; monitors and uses client feedback
• Helps ensure technical support coverage of customer helpdesk from 8am-5pm Pacific, Monday-Friday

Your Qualifications

Required

• US Citizen
• Strong spoken and written English skills
• Jira and Confluence Expert
• Strong experience troubleshooting and explaining Jira and Confluence
• JQL/CQL expert
• Proficient MS Office 365 User
• Ability to obtain minimum of Secret level security clearance, will upgrade to TS
• Ability to travel approximately once per quarter - up to 10% of the time

Desired

• Bachelor's Degree with minimum 2 years' experience in technical support or customer service of a technical nature
• DoD knowledge / experience helpful
• Previous Jira/Confluence training, Atlassian badges, or Jira certifications
• High-level understanding of technology
• Experience with Agile processes and practices
• Experience with configuration management
• Experience working in technical support

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required.

• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
• Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment; builds a diverse workforce.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
• Planning/Organizing - Prioritize and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.
• Language Skills - Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and general public.
• Mathematical Skills - Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Reasoning Ability - Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.
• Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit, talk, type and hear. The employee is frequently required to walk; use hands to handle or feel and reach with hands and arms.
• Work Environment - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.

Salary and Benefits

The range for this position is between $74,000 and $84,000. Actual salary will be negotiated with this position’s Hiring Manager and can vary depending on the following factors: Billable contract and labor category, experience, skills, education /certifications/ licenses & geographic location.

Sabel Systems is committed to offering all employees a competitive benefits and compensation package that is comprehensive enough to meet their goals and needs. Our employees are our most valuable asset, and one of Sabel Systems largest financial investments is our benefits program. As a valued member of the organization, employees are provided with a host of benefits to include healthcare; financial assistance in the event of illness, injury, disability, loss of work, or death; health savings accounts; retirement plans; paid time off; paid holidays; education and training program reimbursement, to name a few.

EEO Statement

Sabel Systems is an equal opportunity employer. Our hiring decisions are based solely on qualifications, merit, and business need. We prohibit discrimination and harassment of any kind across all employment practices within our organization. Sabel Systems participates in the E-Verify Employment Verification Program.