JIRA Administrator - Fintech/ Crypto

Incubly works with a French company that is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications. The company develops products and services globally to safeguard cryptocurrency assets, including leading hardware wallets.

• First experience in 1st line helpdesk, service desk, IT support, application support, or customer support roles.
• Basic hands-on experience with Jira and Confluence as user, support person, or junior administrator.
• Understanding of ticketing systems and user communication via support tickets.
• Ability to perform initial troubleshooting, collect relevant information, and document issues before escalation.
• Basic knowledge of user access, permissions, groups, projects, spaces, filters, and dashboards.
• Good communication skills in English to support technical and non-technical users.
• Customer-focused mindset, patience, and willingness to help users solve daily problems.
• Eagerness to learn Jira administration, business applications support, and IT service management practices.

Nice to have:

• Previous exposure to Jira Service Management.
• Basic knowledge of Jira administration concepts like project roles, permission schemes, workflows, issue types, filters, or dashboards.
• Experience supporting users with tools like Confluence, Slack, Google Workspace, Microsoft 365, Okta, or other SaaS applications.
• Basic understanding of ITIL, incident management, or request fulfilment.
• Experience creating documentation, FAQs, or knowledge base articles.
• Basic French language skills.
• Interest in developing towards Business Applications Support, Jira Administration, or IT Service Management.

Provide 1st Line Support:

• Act as the first point of contact for users requesting support with Jira, Confluence, Jira Service Management, and selected business applications.
• Receive, classify, prioritise, and update support tickets according to defined processes.
• Resolve common user issues related to access, permissions, Jira issues, boards, filters, dashboards, Confluence pages, and spaces.
• Follow existing runbooks, checklists, and procedures for recurring requests.
• Escalate complex issues to senior support specialists, system owners, vendors, or development teams.
• Keep users informed and ensure tickets are properly documented.

Jira and Business Applications Support:

• Support users in daily use of Jira, Confluence, and Jira Service Management.
• Assist with basic administrative tasks like user access requests, group membership, project roles, space permissions, filters, and dashboards.
• Perform simple configuration changes under supervision or documented procedures.
• Help users understand effective use of Jira and Confluence.
• Gather information for complex issues before escalation.

Documentation and knowledge sharing:

• Create and update simple user guides, FAQs, and support documentation.
• Document recurring questions, known issues, and workarounds.
• Maintain internal support procedures and knowledge base content.
• Share observations and improvement ideas based on user feedback and support cases.