Business Systems Analyst, Associate

Role Overview

Typical Day

• Respond to user support requests for access issues, permissions, project configuration, and Jira usage questions.
• Manage user accounts and group memberships using established procedures.
• Create and configure Jira projects with existing templates and permission schemes.
• Monitor and triage automation rule failures, resolve straightforward issues, and escalate complex issues.
• Update runbooks, how-to guides, and internal knowledge base articles as processes change.
• Run platform hygiene tasks, including deactivating inactive users, archiving old projects, and removing unused schemes.
• Assist senior analysts with testing for platform changes, migrations, and feature rollouts.
• Track and report support request volume, resolution times, and common issue patterns.
• Participate in Atlassian product release reviews to stay current on platform changes.
• Collaborate with a small platform team to prioritize work and align support with strategic initiatives.

Basic Qualifications

• 1-2 years in an IT support, helpdesk, or systems administration role.
• Ability to follow documented procedures accurately and consistently.
• Willingness to learn Atlassian administration quickly.
• Interest in automation and process improvement.
• Clear written communication for support responses and documentation.
• Comfort asking questions and knowing when to escalate.

Preferred Qualifications

• Hands-on Atlassian administration or user experience, including personal or small-team instances.
• Exposure to service management concepts, including ticketing, SLAs, and request fulfillment.
• Basic familiarity with identity concepts such as SSO, groups, and roles.
• Experience with an API, including using Postman or reading API documentation.

About Infor