ABOUT US

Careem is the leading technology platform for the greater Middle East. A pioneer of the region’s ride-

hailing economy, Careem is expanding services across its platform to include payments, delivery and

mass transportation. Careem’s mission is to simplify and improve the lives of people and build a lasting

institution that inspires. Established in July 2012, Careem operates in more than 120 cities across 16

countries and has created more than one million job opportunities in the region

ABOUT THE ROLE

We are looking for a JIRA Engineer who will develop and provide technical solutions for Atlassian

products and support our colleagues in different countries. You will be responsible for user access

management, developing workflows and new processes, troubleshoot incidents and implementing

Change Requests following our IT guidelines / processes.

This position will be part of a team responsible for owning, managing, defining and optimizing standard

Atlassian tools and processes to drive Atlassian best practices and increase collaboration across various

teams.

Key Responsibilities

● Providing Administration and Level 1 & 2 Support of Atlassian applications (JIRA, Confluence, Service Desk).

● Manage system access and permission configurations to ensure compliance and enforce best

practices.

● Develop new workflows, create custom fields / screens and scripts to automate tasks.

● Create Jira based reports, dashboards and planning views based on different user requirements.

● Help colleagues in building their own simple and complex JQL queries.

● Follow the Incident Management process to log and track all Atlassian related Incidents / Service

Requests in Jira Service Desk, manage technical escalations from the IT Support Team and

ensure that Incidents are updated daily with meaningful updates, quality and troubleshooting

steps performed. Ensure that incidents are resolved within the set SLA’s.

● Monitor queue health and identify ways to proactively address trends.

● Troubleshoot issues, communicate with process owners and continue to improve support

processes.

● Communicate to our customer base through various channels to resolve application issues

through code error diagnosis, debugging, validation, and root cause analysis.

● Create and curate knowledge-base articles and documentation to help customers solve any

issues they might be experiencing.

● Collaborate with the team to define new methods and system changes to improve the customer

experience, reduce overall resolution times, and improve team efficiency and quality.

● Ensure that priority 1 / critical issues are communicated to the IT leadership team and key

stakeholders for visibility and awareness.

● Working with clients to assess current state processes and tools, defining solution requirements,

and developing solutions in alignment with these requirements.

● Development using Java, and other programming languages and development tools.

● Manage the development and implementation of test-to-production processes, quality assurance, maintenance and documentation of applications.

● Develop and maintain JIRA integration with other tools (e.g., Slack, Oracle) through Rest APIs.

● Problem Management to ensure that incidents are reviewed for recurring issues and problems

are highlighted. Provide workarounds, perform Root Cause Analysis (RCA) and document Known

Errors.

● Change Management to assess / minimize the impact to production services. Ensure there is

communication to the users of any disruption to services.

● Perform the duties of JIRA maintenance, administration, upgrade and enhancements.

● Implement and maintain Atlassian documentations (User Guides, Operations Guides, Training

Manuals, Technical Documents, etc.)

● Introduce best practices of the Atlassian tools to maximize efficiency and provide

recommendation and enhancement of the systems and processes.

Team Skills

● Manages day-to day Sponsor and User interaction and expectations

● Consistently acknowledges and appreciates each team member's contributions

● Effectively work with cross departments

● Suggests areas for improvement in internal processes along with possible solutions

● Keeps track of Lessons Learned and shares those lessons with team members

Problem Solving

● Combine patience, determination, and persistence to troubleshoot issues

● Dynamic, results-oriented problem solver

● Easily understand, investigate and solve technical problems in a detail driven attitude

● Skilled at evaluating options and generating solutions

● Strong problem-solving and analytical skills

● Troubleshooting equipment or situations

Essential Skills and Competencies

● Experience in Atlassian/JIRA products, technically configuring, scripting, and developing

workflows, schemas, etc.

● Experience with both SCRUM and Kanban methodologies

● Experience with providing admin support for Atlassian related products

● Knowledge and experience in implementing plug-ins

● Experience in implementing complex JQL queries

● Experience with SSO (Single Sign-On)

● Experience with JAVA development, more specifically groovy

● Experience in managing CMDB and CI relationships

● Knowledge and experience in managing Confluence spaces and pages

● Experience in writing and updating technical and functional documentations such as user

manuals, system documentations and training materials

● Active understanding of Agile development methodologies

● knowledge of ITSM best practices and ITIL processes

Communication Skills

● Excellent communicator who can work with and influence all functions and levels

● Delivers engaging, informative and well-organized presentations

● Resolves and/or escalates issues in a timely fashion

● Understands how to communicate difficult/sensitive information tactfully

Qualifications

● Bachelor’s degree in computer science or similar displace

Languages

● Must be fluent in English (Written / Spoken)

...Oh, and also, we’re looking for someone who can take ownership and who shoots to the moon and

beyond. Is this you? We’re looking forward to seeing your application!