The Ampin App
deep insights into the Atlassian community

The Application Administrator (German speaker) helps customers maximize Atlassian software (Jira, Confluence, Jira Service Desk) and other apps by configuring and customizing them as a remote outsourced administrator for multiple clients. Key duties include onboarding customers, familiarizing with their application servers, monitoring and responding to requests via the Adaptavist service desk, and advising on best practices for using Atlassian tools in their business. The role involves creating projects, configuring permissions and workflows, and delivering configuration solutions according to agreed customer priorities, along with handling multiple administrative activities. It requires proactive communication with customers and team members to understand needs, deliver configuration solutions, solve issues, and provide automation to improve efficiencies. The position also requires recording work and time and adhering to any security protocols established by the customer.

The Senior Solution Engineer engages with clients in a consultative way, applying deep technical knowledge of Adaptavist services to diagnose challenges and guide solutions, while building relationships across customers and the organization to move opportunities forward. They collaborate with Account Management and Sales to develop strategic, technically informed sales opportunities, perform technical discovery, craft problem statements, and position additional Adaptavist products and services, while deepening knowledge in practices such as Cloud, ITSM, DevOps, Agile, and Work Management. They drive client retention by acting as a trusted advisor through high-level business conversations and identifying future opportunities, coordinating with delivery teams to ensure engagements address the agreed problem statements. In collaboration, they assist with development of technical solutions and packages, support expansion in key accounts, coordinate proposal development, participate in quarterly business reviews, and leverage CRM to analyze accounts and plan actions. They promote customer advocacy by supporting marketing campaigns, leading customer demonstrations with partners (Atlassian, GitLab, AWS), participating in events, providing thought leadership, and conducting competitive analysis to identify new business development while communicating complex technical messages to diverse stakeholders.

The role focuses on configuring and troubleshooting cloud/virtualized infrastructure, OS, apps, databases, backups, and automation, addressing client technical requirements and SLAs daily. It emphasizes in-depth administration, issue resolution, and acting as a technical and client escalation point while tailoring services to client needs and maintaining quality standards. Responsibilities include delivering service excellence, problem identification and solution, effective communication, and analytical decision-making to understand issues and options. It requires applying AWS knowledge (EC2, RDS, EKS, ECS, EFS, WAF, ELB, Lambda) and configuring/maintaining applications (notably Jira/Confluence, GitLab, Harness, Sonarqube, Adaptavist) across platforms. It also involves operating systems/storage, web server performance, networking/security management, infrastructure as code (Ansible/Terraform), database design/management, virtualization/cloud resilience, and risk contingency planning.

The Senior ITSM Technical Consultant designs smart service solutions using Jira Service Management, Assets, Assets Data Manager and Opsgenie and then branches into new platforms as the organization grows, with a weekly mix of discovery calls, whiteboard brainstorming, and deep configuration sessions. You lead engagements from first hello to final success meeting, build honest relationships, and continuously refine our playbook to make tomorrow’s work sharper, thriving on autonomy, variety, and turning messy processes into smooth flows. In ESM/ITSM Solution Consultancy, you collaborate with clients to gather requirements and propose tailored ITSM/ESM solutions leveraging Atlassian products, act as a trusted advisor using ITIL best practices, and develop high-level architecture and delivery approaches. You configure advanced technical solutions to meet client needs—such as Assets Management, system integrations, and task automation—support the practice through internal initiatives and upskilling (including emerging products like ServiceNow), contribute to pre-sales by scoping and estimating, and travel to client sites as necessary. In Solution Implementation and Delivery, you configure Atlassian solutions (portals, request types, workflows, automation, asset schemas, API connectors), implement core ITIL processes (service requests, incident, change, problem), deploy more advanced ITSM capabilities (assets management or event/incident management via Opsgenie), integrate with other systems via REST APIs, and occasionally manage migrations as part of broader projects.