Technical Support – Junior
Key Responsibilities/Job Functions:
This role will be accountable for the following:
•Provide JIRA subject matter expertise in discussions regarding governance within JIRA
•Provide training to technical and non-technical teams to use Atlassian tools (Jira, Confluence, etc.) as well as Jira apps (Big Picture, JExcel Pro)
•Basic knowledge of Jira workflows, screen schemes and custom issues
•Subject Matter Expert and solid end-to-end knowledge of project reporting/project delivery tracking tools such as Microsoft Office including SharePoint, MS Project and Excel.
•Develop, build, and maintain various forms powered by Microsoft Power Apps and various Microsoft enterprise tools to improve operations within both the PMO Centre of Excellence and their customers.
•Support the PMO Centre of Excellence team as the owners of project data and reporting deliverables for project intake, and across the entire project lifecycle process
•Oversee and support on process documentation and training documents for existing and new processes
•Deliver PMO Onboarding tools training to new PMs and other customers of the PMO Centre of Excellence
•Provide data analysis, process improvements, creative problem solving, and cross-functional collaboration
•Independently manage communication and processes with internal stakeholders/customers
•Find opportunities to drive change, enhance processes and improve overall operational efficiency.
•Bachelor’s degree or professional training/certifications related to areas of responsibilities or equivalent work experience
•3-5 years of experience in network support, system administration or user support, preferably in a PMO group within an IT/Technology department or related environment
•Familiarity with standard helpdesk ticketing tools / ITIL practices (ServiceNow)
•Expertise in the application of project management tools and techniques.
•Understanding of project and portfolio management concepts.
•Basic knowledge of Software Development Lifecycle (SDLC), Waterfall and Agile, SAFe methodologies
•Proficiency with developing and updating schedules using Microsoft Project.
•Expert-level knowledge of collaboration tools (e.g. SharePoint, Confluence)
•Experience supporting a PPM system (e.g. JIRA) desired
•PMP or similar certifications strongly desired
•Self-starter, Highly motivated and with demonstrable leadership attributes
•Outstanding analytical and critical thinking skills
•Extremely diligent and attentive to details
•Effective communicator at all levels with excellent English writing skills
•Ability to cope under pressure and balancing multiple priorities
•Working towards Certification or is certified in one skill area (e.g. Six Sigma, SAFe, Lean Portfolio Manager, PROSCI, ITIL, etc.)