Danilo Simić Email & Phone Number

Belgrade, Serbia

Belgrade, Serbia

Ownership and Maintenance of Atlassian Products:• Managing the ownership and day-to-day maintenance of Atlassian products, ensuring their reliability and functionality.• Conducting regular updates and improvements to align the tools with evolving business requirements.Stakeholder Management:• Encouraging stakeholder engagement, especially related to Jira Service Management (JSM) and customer support processes.• Fostering effective communication and collaboration with both internal and external stakeholders.1st Level Customer Support Team Management:• Leading a proficient 1st level customer support team, ensuring the delivery of high-quality support.• Prioritizing team efficiency and effectiveness in serving business clients dealing with end customers.Problem Solving and Process Enhancement:• Took on problem-solving challenges and introducing streamlined end-to-end processes.• Utilizing my comprehensive understanding of the entire process chain to identify bottlenecks and implement solutions for process improvement.Reporting on Customer Support Tickets:• Established a robust system for tracking and reporting on customer support tickets.• Leveraging data-driven insights to guide decision-making and continuous improvement initiatives.

Belgrade, Serbia

Project: Atlassian and Salesforce products Customization, Migration,Integration, Automatization, Optimization and Configuration.Creating, automating and maintaining Jira workflows (with and withoutJira plugins)Extensive use of scrum framework including daily meetings, agileplanning, sprints execution, retrospectivesWork with product owners/BA/SME to review backlogs and newrequests.Requirements gathering, grooming, defining user stories and creatingsuitable ticketsPreparing weekly reports about project statusPreparing dashboards about ticket statuses in JiraLiaise between other development teams, customer support andsalesforce teamsPromoting SCRUM values and team coaching.Supporting QA for writing Test cases for various Jira WorkflowsMapping process workflowsCreating and maintaining Atlassian product configuration relateddocumentationDemo of implemented Atlassian product features to usersTraining and user Support for Atlassian products

Preparing weekly reports about project statusParticipating in daily Scrums and Sprint planning/reviewJira Cloud Software OptimizationPreparing dashboards about ticket statuses in JiraWriting Test cases for various Jira WorkflowsPreparing How To document for JiraProduct discovery - Preparing Product specification for Jira pluginJira configuration, maintenance and administrationExtensive use of scrum framework including daily meetings, agileplanning, sprints execution.Defining product requirements for the Jira estimation app.Creating tickets in Jira.Working with Agile coach in defining and mapping estimationprocess.Working with developers in explaining the product requirements.Preparing required high level mockups.Preparing weekly reports about project statusPreparing dashboards about ticket statuses in JiraPromoting SCRUM values

Bachelor Of Science - Bs, Quality Management And Standardization

Bachelor'S Degree, Quality Management And Standardization

Education record