Atlassian Cloud Application Support Analyst
- Corby, Northamptonshire
- Permanent
- Full-time
Location: Remote (UK)
Permanent
RS Group is looking for a talented and driven Atlassian Cloud Application Support Analyst to join our expanding global technology team on a permanent basis. In this pivotal mid-level role, you'll play a key part in supporting and optimising our SaaS platforms while helping to drive operational excellence and technical maturity across the organisation.This is your opportunity to make a real impact-setting standards, improving processes, and collaborating with cross-functional teams to elevate service quality. You'll provide both operational and technical subject matter expertise to internal teams, support strategic platforms, and help maintain a culture of continuous improvement.What You'll Be Doing
- Manage configuration, availability, and performance of Atlassian Cloud and other SaaS platforms
- Support and maintain a suite of third-party SaaS platforms, including Datadog, JFrog, MuleSoft AnyConnect, SAP Rise, and Miro
- Own and monitor SaaS product support SLAs, ensuring high-quality service delivery
- Partner with Digital Product Owners, Engineering, InfoSec, and Business stakeholders to support platform strategy and operations
- Evaluate and implement change requests, ensuring best practices, appropriate test coverage, and rollback plans
- Participate in weekly Technical Change Boards to review, assess, and advise on proposed changes across tech stacks
- Manage incoming support requests and incidents, aligning resolution with agreed SLAs
- Lead or support incident resolution efforts across diverse technologies and teams
- Maintain comprehensive documentation for support processes and transitioned services
- Contribute to risk management, platform improvements, and proactive service enhancement
- Act as a lead technical expert to troubleshoot and resolve complex issues
- Implement corrective action plans to address service-impacting problems
- Review vulnerability reports and collaborate with security teams on required updates
- Foster strong relationships with third-party vendors and internal support teams
- Manage vendor performance in line with contractual support agreements
- Communicate technical topics effectively with both technical and non-technical stakeholders
- Review and contribute to root cause analyses for critical incidents
- Actively share best practices across the RS Global Technology and Cloud community
- Solid experience in enterprise applications environments, ideally in internal/SME-facing support roles
- Proficiency with Jira (Server, Data Center, and Cloud) at the organisation admin level, including workflow design
- Strong API knowledge and scripting experience, including JQL, macros, ScriptRunner, PowerScripts, and Automation for Jira
- Familiarity with migration tools such as CMJ or Project Configurator
- Integration experience with tools such as Bitbucket, ServiceNow, Bamboo, and Jenkins
- Ability to lead technical planning and solutioning for complex platform migrations and hybrid environments
- Proven capability in customer discovery, understanding requirements, and identifying potential roadblocks
- Strong communication and stakeholder management skills across technical and business audiences
- Experience working in diverse cross-functional teams, including Product, Support, Architecture, and Customer Success
- A fast learner with a solid grasp of cloud technologies and deployment models
- Familiarity with various software delivery methodologies (e.g. Agile, Waterfall, Lean)
- Excellent problem-solving, analytical, and interpersonal skills
- Experience managing or collaborating with external vendors and service providers
- Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation
- Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette's syndrome
- Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause
- Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery
- Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.