Technical Product Analyst, ITSM Platforms - Jira & Confluence

McDonald's - Chicago, IL

Full-time - Mid Level

Chicago, IL

Food Services and Drinking Places

About the position

The Technical Product Analyst for ITSM Platforms at McDonald's is responsible for driving continuous improvement and automation within the Jira and Confluence platforms. This role involves collaborating with teams to translate business needs into technical requirements, managing demand backlog, and ensuring the availability and performance of these platforms. The analyst will also lead best practice maintenance activities, provide technical expertise, and support the overall roadmap for enterprise consumption of ITSM products.

Responsibilities

• Ensure availability and performance of Jira and Confluence, along with installed Atlassian marketplace add-ons as well as PagerDuty.
• Ensure best practice configuration, management and utilization of Atlassian and PagerDuty products.
• Identify and lead best practice maintenance activities such as reduction of customization, archiving, user and group audits/maintenance, etc.
• Provide technical expertise and training in using Jira, Confluence and related Atlassian 3rd party applications as well as PagerDuty.
• Communicate with product stakeholders regarding upcoming changes.
• Build relationships with key internal consumers and external partners of Jira, Confluence and PagerDuty.
• Configuration of Atlassian and PagerDuty products and implementing features, functionality and automation.
• Coordinate the integration and maintenance of tools and process with Atlassian products including Jira and Confluence as well as PagerDuty.
• Evaluate and monitor the impact of releases and code updates on our production environments.
• Lead and manage environment upgrades, ensuring our Atlassian and PagerDuty products are stable and secure.
• Establishing operational and environmental KPIs and dashboards.
• Support creating the overall roadmap and shape demand for enterprise consumption.
• Share management and oversight of ITSM platform instances, the core platform team and any escalations.
• Maximize value by identifying additional business outcomes the platforms allow.
• Active member of the technical governance board and involved in all governance components.
• Contributes towards design configuration decisions to ensure a seamless user experience that aligns with the platform design strategies.
• Platform consumer point of contact for managing escalations, enhancement requests and project activities.
• Attend project governance meetings, scrum meetings, design meetings.
• Facilitates activities through training, testing, go-live and post go-live support.
• Works closely with vendor partners and platform support team members to plan, manage and deliver reliable systems and system capabilities.
• Manage demand as a liaison between business consumers and ITSM platform development collecting new demand, managing day to day activities, enhance initial demand requests, drives demand assessment process to prioritize and approve demands.
• Continuously evaluate and improve platform health, ensuring highly available, efficiently operating secure systems.
• Work cross-functionally with broader Service Management team to deliver platform capabilities to enhance overall ITSM processes.
• Work with the platform development team to manage backlog, prioritize development activities and ensure efficient and effective development pipeline.
• Work as part of a team managing ITSM platform cost and chargebacks.
• Creation of training materials and conducting training sessions for users/stakeholders.

Requirements

• 3 to 5 years of experience in a similar role and responsibilities of Jira and Confluence product management.
• Bachelor's degree in computer science or related field or equivalent experience.
• Strong knowledge and demonstrated experience with Jira and Confluence configuration, development, architecture and support.
• Significant experience partnering with service providers, providing feedback and leading service provider development and support teams.
• Experience managing product backlog and projects utilizing Jira.
• Experience with leading service providers in integrating Jira and Confluence with ITSM platforms such as ServiceNow as well as cloud-based platforms, such as AWS, Azure, or Google Cloud.
• Excellent communication skills and ability to visualize data effectively.
• Leadership: Experience in leading cross-functional teams and managing both operations and development initiatives.
• Communication: The ability to convey complex technical information clearly to various customers, including team members, executives, and non-technical staff.
• Problem solving: Strong analytical skills and detail orientation to identify issues and develop effective solutions, while considering the broader impact on the organization.
• Continuous Learning: An attitude of ongoing learning and improvement, staying updated with industry trends, standard methodologies, and new technologies.
• Highly collaborative, results-oriented, and adaptable to rapidly evolving work environment.

Nice-to-haves

• Experience integrating Jira and Confluence with ITSM platforms such as ServiceNow and monitoring and event management tools such as New Relic or similar solutions.
• Configuration Management Data Base (CMDB) and Asset Management knowledge and experience.
• PagerDuty administration or product manager experience.
• Agile Practitioner certification.

Benefits

• Equal employment opportunities
• Diversity and inclusion initiatives
• Reasonable accommodations for individuals with disabilities