Senior Jira and Confluence Administrator @ Five9

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Five9 is a leader in Cloud-based Call Center solutions and one of the Bay Area’s fastest-growing companies. To complement our rapid growth, we are actively looking for a talented and experienced Senior Jira and Confluence administrator to join our Enterprise Application Development team. Our headquarters is located in San Ramon, CA, and we continue to expand globally. We offer a very competitive base salary, a full benefits package, and stock options. Five9 is a high-energy environment with lots of room for personal and professional growth.

The team is looking for a dynamic hands-on Senior Jira Admin with a strong blend of communication, team building & Jira technical skills.

Key Responsibilities

Administer and configure Jira Software and Confluence, including setup of new projects, boards, filters, and dashboards, and implementing best practices.
Train new users and empower other power users (such as Project Managers) through comprehensive training sessions.
Design and maintain reporting mechanisms within Jira to provide valuable insights to stakeholders.
Proactively seek and implement plugins to address specific needs and enhance functionality.
Act as a problem solver by identifying and implementing new solutions to improve workflows, schemes, screens, and overall team productivity.
Standardize workflows, roles, and groups across multiple departments to ensure consistency and efficiency.
Configure Jira for multiple departments. Create automation to move Jira tickets from one department to another department. Help to create required automation.
Assist with user auto-provisioning where needed.
Utilize expert-level Atlassian tool administration knowledge to optimize Jira and Confluence performance.
Demonstrate proficiency in writing custom JQL (Jira Query Language) to facilitate advanced search capabilities.
Integrate Jira projects with Confluence pages to streamline collaboration and documentation processes.
Conduct Atlassian installations, migrations, and plugin installations as required.
Exhibit strong analytical skills to identify opportunities for process improvement and automation.
Adapt to a dynamic agile environment and manage tasks effectively with strong time management skills.
Communicate effectively, both verbally and in writing, to convey technical concepts to diverse audiences.
Manage Jira design & build activities, issue resolution, and communication across teams & clients.
Reduce customizations where possible and any non-standard application processes; ensure maximum reuse of code and processes.
Ensure that the technology, solution, and process are compliant with the enterprise architecture standards and guidelines.

Key Qualifications

Bachelor’s Degree in Computer Science, Information Science, or related technical field experience.
7+ years of demonstrated and proven leadership experience in small technology teams or customer support team environments.
Atlassian Jira Cloud Administration License/Certification is a plus.
Experience with user auto-provisioning tools is desirable.
Proficiency in the configuration of Atlassian products, plugin installations, and automation.
The ability to construct Confluence pages and integrate Jira projects with Confluence pages is advantageous.
Strong problem-solving skills and the ability to troubleshoot technical issues independently.
Experience with Agile methodologies and familiarity with tools such as Confluence and Bitbucket is a plus.

Solid Experience With:

7 years of experience in Jira administration, with a focus on Jira Software.
In-depth knowledge of Jira administration, including best practices, projects, workflows, custom fields, permissions, and plugins.
Must have configured Jira for multiple teams and departments.
Must have configured Jira Agile for project execution.
Strong troubleshooting skills.
Must have 4+ years of experience in directly engaging with customers to gather requirements and deliver optimal solutions.

Soft Skills

Ability to work successfully and efficiently amidst interruptions or distractions.
Have a warm and empathic interpersonal demeanor.
Be able to exhibit professionalism/confidentiality in escalated situations with customers.
Excellent analytical, and technical aptitude and ability to solve problems.
Strong verbal and written communication skills.
Always looking to innovate and improve upon existing processes.
Deeply passionate about helping others.
Effectively Collaborating with the team and treating everyone with respect.

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
Generous employee stock purchase plan.
Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

The US base salary range for this role is below.

$111,800—$216,100 USD

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

Compensation Overview

6 month growth

1 year growth

2 year growth