Business Systems Analyst, Associate
Posted
Summary
Associate-level role on Infor's Product Operations team in Hyderabad, handling day-to-day Jira Cloud administration and user support for ~10,000 users — managing accounts, configuring projects, triaging automation failures, and maintaining documentation while being trained on enterprise Atlassian administration.
Product Operations manages Jira Cloud for nearly 10,000 users across Product and Development at Infor. The platform team needs someone to take on routine administration and user support so senior staff can focus on architecture and strategy. This is a learning-heavy role — you'll be trained on enterprise Atlassian administration while handling the daily operational work that keeps the platform running smoothly.
- Respond to user support requests — access issues, permission questions, project configuration help, and general "how do I do this in Jira?" inquiries
- Manage user accounts and group memberships following established procedures
- Create and configure Jira projects using existing templates and permission schemes
- Monitor and triage automation rule failures; fix straightforward issues and escalate complex ones
- Create/Maintain documentation — update runbooks, how-to guides, and internal knowledge base articles as processes change
- Run recurring platform hygiene tasks from checklists (deactivating inactive users, archiving old projects, cleaning up unused schemes)
- Assist senior analysts with testing during platform changes, migrations, or new feature rollouts
- Track and report on support request volume, resolution times, and common issue patterns
- Participate in Atlassian product release reviews to stay current on platform changes
- Work effectively as part of a small, high-impact team, maintaining ongoing communication and collaboration to prioritize work, share context, and ensure platform support and strategic initiatives stay aligned
- 1-2 years in an IT support, helpdesk, or systems administration role
- Ability to follow documented procedures accurately and consistently
- Willingness to learn — you don't need to know Atlassian administration yet, but you need to pick it up quickly
- Interest in automation and process improvement
- Clear written communication for support responses and documentation
- Comfort asking questions and knowing when to escalate
- Any hands-on Atlassian administration or user experience (even personal or small-team instances)
- Exposure to service management concepts (ticketing, SLAs, request fulfillment)
- Basic familiarity with identity concepts (what SSO is, what groups/roles mean)
- Experience with any API (even just using Postman or reading API docs)