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 company's technology infrastructure. This role focuses on ensuring the availability and performance of key platforms such as Jira, Confluence, and PagerDuty, while collaborating with various teams to translate business needs into technical requirements. The analyst will manage demand backlog, identify process gaps, and facilitate the adoption of best practices to enhance the overall user experience and operational efficiency.

Responsibilities

• Ensure availability and performance of Jira and Confluence, along with installed Atlassian marketplace add-ons and 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, and user audits.
• Provide technical expertise and training in using Jira, Confluence, and related Atlassian 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.
• Coordinate the integration and maintenance of tools and processes with Atlassian products.
• Evaluate and monitor the impact of releases and code updates on production environments.
• Lead and manage environment upgrades, ensuring stability and security of Atlassian and PagerDuty products.
• Establish 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 and escalations.
• Maximize value by identifying additional business outcomes the platforms allow.
• Active member of the technical governance board and involved in governance components.
• Contribute towards design configuration decisions for a seamless user experience.
• Manage escalations, enhancement requests, and project activities as the platform consumer point of contact.
• Attend project governance meetings, scrum meetings, and design meetings.
• Facilitate activities through training, testing, go-live, and post go-live support.
• Work closely with vendor partners and platform support teams to deliver reliable systems.
• Manage demand as a liaison between business consumers and ITSM platform development.

Requirements

• 3 to 5 years of experience in a similar role with responsibilities in 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 and leading service provider development and support teams.
• Experience managing product backlog and projects utilizing Jira.
• Experience integrating Jira and Confluence with ITSM platforms such as ServiceNow and cloud-based platforms.

Nice-to-haves

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

Benefits

• Equal employment opportunities and commitment to diversity.
• Reasonable accommodations for individuals with disabilities.