Job Description

Locations: Mexico

Categories: Information Technology/Security

Req ID: 7882

About Ellucian

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

About the Opportunity

We are seeking a highly skilled and user-focused Senior Cloud Application Administrator to lead the administration, optimization, and adoption of our enterprise Atlassian application ecosystem. This role will have primary responsibility for Jira Cloud and Confluence Cloud, along with supporting our Bitbucket Data Center implementation hosted in Amazon Web Services (AWS).

The ideal candidate will possess advanced Jira administration capabilities, a strong understanding of project management methodologies, and a passion for helping internal customers improve productivity through technology.

This position combines hands-on technical administration with business consultation, solution design, automation, and user enablement. The successful candidate will serve as a subject matter expert, helping teams maximize their investment in Atlassian products while championing emerging capabilities such as Atlassian Rovo, AI-powered agents, and intelligent workflow automation.

Where you will make an impact

• Responsibility for and focus on delivering solutions and services our internal customers
• Execute operational and maintenance activities via planned work
• Ensure assigned technical work is planned prior to designated window
• Validate supplemental teams needs to finalize assigned work are available and assigned
• Execute assigned work based on plan, and designated maintenance window
• Follow change management standards
• Follow runbooks for common tasks
• Recommend improvements to runbooks
• Cover assigned rotation as an on-call resource
• Participate in hand-off processes/calls to ensure service delivery objectives are met consistently across all global teams
• Incident Management
• Rapidly troubleshoot incidents:
• By leveraging service restorative actions
• By understanding what causes most issues and the actions to mitigate those on your assigned technology stack
• By understanding what actions will systematically eliminate the causes of common issues
• Without doing more harm to currently impacted systems
• Resolve incidents that Associate level cannot and incidents that escalate due to duration or impact
• Engage appropriate support teams, including Engineers, to focus on increasing customer uptime
• Create run books to address future occurrences of issue by clearly documenting steps taken to resolve the incident
• Respond to tickets in a timely manner (meeting SLO’s)
• Use and contribute to knowledge management documents for the scope of the related method of procedure
• Report problems when incidents are recognized repeatedly at a given customer or across multiple customers
• Participate in scheduled incident Post Mortems
• Participate in post mortem meeting and discussion; providing and documenting details from the incident
• Provide technical detail and assist with documenting agreed upon root cause
• Provide technical detail and assist with documenting agreed upon preventative measures
• Provide technical detail and assist with documenting a method of procedure in the event of a similar future incident

What will you bring

• 3+ years of experience with Atlassian Confluence Cloud administration, configuration management and customization
• 3+ years of experience with Atlassian Jira Cloud administration, configuration management and customization
• 3+ years of experience with Public Cloud scale Linux Administration, Preferred hands-on operational experience with Amazon Web Services
• Experience in Shell, Perl, Ruby, Python, PowerShell or similar scripting languages to automate common tasks.
• Working knowledge of Jenkins, Ansible, Terraform or similar deployment tools.
• Working knowledge of use of AI tools, prefer experience in building and managing agents.
• Experience troubleshooting application and service issues, implementing and communicating technical solutions
• Demonstrated experience to resolve issues and restore service quickly
• Possesses the tenacity to delve to the root of the issue quickly, understand why it happened, and prevent it in the future
• Proven ability to collaborate with team members to achieve successful customer outcomes
• Demonstrated ability to learn new technologies, methods, and tools quickly
• Strong verbal and written skills, excellent customer service, as well as high attention to detail

What makes #Ellucianlife

• Comprehensive health coverage: family major medical expenses, dental and life insurance.
• Christmas bonus 30 days
• Saving fund
• Monthly food coupon
• 15 workdays vacation
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
• Tuition Reimbursement Assistance
• Professional development opportunities
• LinkedIn Learning

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