Supporting Identity and Access Management (2nd Line)• Assist EMA internal and external users with application access issues via tickets (ServiceNow)• Troubleshoot real use case situations related to access for various EMA systems including EMA account, EudraLink, SPOR, IRIS, MMS, MMD, and SIAMED• Collaborate with internal teams to address complex access issues and system outages• Perform daily health-check in EMA applications• Review trainings and KBAs

Supporting Jira Software and Jira Work Management Cloud• Assist Atlassian's customers with Cloud and application issues via chat (new Atlassian pilot)• Troubleshoot real use case situations, communicate with customers, and suggest best practice solutions • Handle customer-escalated chats• Make use of big data analysis tools (e.g.: Splunk) to monitor the application's performance and assist in troubleshooting• Troubleshoot data issues and inconsistencies directly at the… Show more Supporting Jira Software and Jira Work Management Cloud• Assist Atlassian's customers with Cloud and application issues via chat (new Atlassian pilot)• Troubleshoot real use case situations, communicate with customers, and suggest best practice solutions • Handle customer-escalated chats• Make use of big data analysis tools (e.g.: Splunk) to monitor the application's performance and assist in troubleshooting• Troubleshoot data issues and inconsistencies directly at the PostgreSQL backend• Leverage the Jira REST API to perform bulk data modifications• Mentor new hires• Create technical course material and present to 50+ teammates cross-region regarding Atlassian-specific components• Enable different Atlassian teams in chat• Work on projects to improve operational efficiency• Review SOPs Show less

Supporting Jira Software and Jira Work Management Cloud• Assist Atlassian's customers with Cloud and application issues via tickets• Troubleshoot real use case situations, communicate with customers, and suggest best practice solutions • Identify application bugs and report to development teams, providing root causes, fixes, and workarounds• Handle customer-escalated tickets• Create and update internal and external technical documentation (knowledge management)• Take… Show more Supporting Jira Software and Jira Work Management Cloud• Assist Atlassian's customers with Cloud and application issues via tickets• Troubleshoot real use case situations, communicate with customers, and suggest best practice solutions • Identify application bugs and report to development teams, providing root causes, fixes, and workarounds• Handle customer-escalated tickets• Create and update internal and external technical documentation (knowledge management)• Take ownership of internal incidents such as performance or outages and keep the customers updated on the resolution progress Show less

Supporting Bitbucket CloudSupporting Confluence Server • Database management - SQL Server• Java application troubleshooting• Unix command line• Customization for the application using CSS, HTML and JavaScript

Supporting Atlassian Jira Cloud application.