Jira and Confluence Support Engineer (ESA-ESTEC)

Package Description

What we offer if you join our amazing team:

• Competitive Salary 

• Corporate Benefits Package 

• Company events

• Access to training 

• Access to the sport and social recreational facilities at ESTEC Escape Recreation Centre

Job Introduction

Serco are a trusted provider of services to National Space Agencies and the European Space Agency (ESA), we have over 40 years’ experience supporting the space sector and providing services for all stages of our customer’s space missions.

We are looking for a skilled Jira and Confluence Support Engineer to join our team at the esteemed ESA-ESTEC site in the Netherlands. The ideal candidate will maintain, configure and operate a Jira/Confluence hosting infrastructure and applications for our space client. Step into a remarkable role that grants you access to one of the globe's highly coveted space agencies – an opportunity that launches your career into orbit!

Main Responsibilities

As Jira and Confluence Support Engineer you will concentrate your activities on the following:

• Ensuring a proper maintenance, update and upgrade process, including applications and application add-ons (plugins) patching, update and upgrade following recommendations and guidelines from software vendor (Atlassian) and ESA Computer and Communications Emergency Response Team (ESACert). 
• Create Jira projects and Confluence spaces as per configuration management facility provided.
• Confluence and Jira configuration (Jira projects or Confluence spaces).
• Alter appropriate server configuration files for additional application functionality.
• Supporting NAV Users related to NAV Jira/Confluence Governance, including general information, rules and guidelines and specifics configurations available for individual Jira projects and Confluence spaces.
• Ensuring consistency and validity of configuration information in the configuration management facility.
• Provide 1st and 2nd line support to manage the resolution of issues that have been raised by the users.
• Resolution, including implementation if/when necessary, of incidents related to infrastructure, helpdesk (including configuration facility), Jira or Confluence applications in the system context. 
• Provide support to incidents and changes related to Jira projects and Confluence spaces, in particular their customization and adaptation to specific user needs (project context configuration).
• Supporting NAV Users in relation to incidents preventing user to access Jira/Confluence application.
• Provide day-to-day support to project teams using JIRA, ensuring efficient issue tracking, task management, and reporting.
• Conduct service infrastructure update or reconfiguration if/when requested.
• Perform server maintenance tasks for overall application health.
• Troubleshoot error logs within the application server to resolve application issues or downtime.
• Follow up OS level updates when/if necessary due to a security advisory provided by ESACloud, ESACert or operating system vendor.  
• Perform security monitoring of Jira and Confluence.
• Create, update, disable or remove user accounts based on information provided within configuration management facility.  
• Add, update or remove access permissions w.r.t to Jira projects and Confluence spaces for users based on information provided within configuration management facility. 
• Archive or remove Jira projects and Confluence spaces as per configuration management facility provided information.
• Install and configure Jira and Confluence plugins when/if not in conflict with service operation or maintainability. 
• Evaluate, install, and manage JIRA plugins and add-ons to enhance functionality and meet project-specific needs.
• Maintain detailed documentation of JIRA configurations, processes, and best practices for knowledge sharing and training purposes.
• Integrate JIRA with other tools and platforms to streamline data flow and enhance cross-functional collaboration.

Successful Candidate

Do you think you are the person we are looking for? See below what experience or knowledge you should bring:

• Bachelor’s Degree in Computer Science or Information Technology or equivalence
• Work experience in an international environment is an asset.
• Candidate must have an EU nationality and hold a valid EU passport.
• Official Atlassian JIRA certifications are preferred.
• Excellent communicator with friendly attitude and active listening skills.
• Flexible, enthusiastic, and empathetic person with willingness to collaborate with others on different tasks and also occasionally work outside of regular working hours to respond to operational needs.
• Able to work both autonomously and in a team.
• Logical thinking, desire to learn and continuously develop.
• Fluency in English (both written and spoken).

MANDATORY EXPERIENCE REQUIRED

• 4+ Years’ experience working with Atlassian applications (primarily JIRA, Confluence, and JIRA Service Desk) with a firm grasp of the following Application and System administration functions.
• Ability to install JIRA/Confluence applications on a server from scratch .
• Ability to fine-tune the environment for top performance.
• Ability to work with Project Admins and other stakeholders to introduce new plug-ins or other desired changes to configuration.
• Create an entire project scheme set from concept to functional operation.
• Advanced workflow design and implementation including adding conditions, validators and post-functions.
• Manage users and groups.
• Demonstrable expertise in creating, optimizing, and implementing workflows in JIRA.
• Experience with APIs and tool integration.

About the Company

Why should you join Serco ?

At Serco not only is the nature of the work we do important, everyone has an important role to play.

Meaningful and vital work - You’ll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated.

A world of opportunity - You’ll be wholeheartedly supported with development and career progression

Great people - You’ll become an integral member of a well-defined and supportive team who believe passionately in the value of our work. We are a company passionate about diversity and inclusion. 

About Serco

Serco Europe has operated in the Netherlands and Spain over the past 30 years, mainly in the field of Space. Serco Netherlands and Spain have a long history of partnership and trust with the European Space Agency (ESA).

In both countries, Serco is proud to deliver the highest calibre of people and services at ESTEC (ESA’s technology and engineering hub) and ESAC (ESA’s Astronomy and Science centre).

At the heart of its business, Serco Netherlands and Spain source, train, care and support employees, enabling them to better pursue their dreams of working in the Space industry in excelling in the delivery of essential public services.

Important:

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization. 

Data Protection:

For more information on how the personal data in your application is process, please see the link Data Protection policy here.