Jira & Confluence Implementation Support Specialist - (NPW)

We are seeking a Jira & Confluence Implementation Support Specialist to support the rollout of Jira and Confluence across product teams as part of a broader Product Operating Model (POM) transformation. This role serves as the primary point of contact for end users, driving tool adoption, providing user support, facilitating training sessions, and ensuring a smooth onboarding experience.

The ideal candidate will combine strong Jira and Confluence knowledge with excellent stakeholder management and change adoption skills, helping users maximize the value of the platform while collaborating closely with technical support teams.

• Act as the primary support contact for product teams onboarding to Jira and Confluence.
• Provide guidance on day-to-day tool usage and resolve user issues where possible.
• Conduct onboarding sessions, training workshops, and office hours.
• Create and maintain user-friendly documentation, FAQs, quick reference guides, and knowledge articles.
• Triage user issues and determine whether they can be resolved directly or require technical escalation.
• Collaborate with offshore technical support teams for configuration, administration, and platform-related issues.
• Communicate effectively with both technical and non-technical audiences

Mandatory Skills

• Hands-on experience using Jira and Confluence in a business environment.
• Working knowledge of: Jira Projects Issue Types User-level Workflows Confluence Spaces, Pages, and Templates Jira Plans Jira Goals Jira Teams
• Strong customer-facing and stakeholder management skills.
• Excellent written and verbal communication skills.
• Awareness of change management concepts and user adoption challenges.
• Ability to work independently and manage multiple support requests simultaneously.