Senior Systems Administrator (Atlassian Systems)

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

We are looking for a knowledgeable SaaS Systems Administrator to oversee the operation, maintenance, and optimization of our SaaS applications. In this role, you will be instrumental in managing daily operations, resolving issues, and implementing improvements to ensure a seamless and efficient user experience company-wide.

Key Responsibilities

• Atlassian Product Management: Administer Jira (workflows, permissions, automation, JQL) and Confluence (spaces, permissions, macros). Integrate with tools like Slack, GitHub, and CI/CD pipelines.
• SaaS Platform Administration: Manage Google Workspace, Intune, Slack, Keeper, and other SaaS tools. Ensure reliability, security, and user accessibility.
• Automation and Integration: Streamline workflows through scripting and integration across SaaS platforms.
• User Support and Training: Resolve technical issues, conduct training sessions, and document processes.
• Security and Maintenance: Manage user permissions, perform security audits, and maintain optimal performance of SaaS applications.

Qualifications and Skills

• Technical Expertise
• Atlassian tools (Jira and Confluence configuration, automation, and reporting).
• SaaS application management and security practices.
• Scripting (Groovy/ScriptRunner, JQL) and data migration skills.
• Problem-Solving: Troubleshoot workflows, integrations, and system performance.
• Agile/ITSM Knowledge: Familiarity with Agile methodologies and ITIL frameworks for Jira Service Management.
• Communication and Collaboration: Translate technical concepts for non-technical users and work effectively with cross-functional teams.

Optional Certifications

Atlassian Certified Professional (Jira or Confluence Administration)

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.