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- Tasks: Support and optimise SaaS platforms while ensuring high-quality service delivery.
- Company: Join RS Group, a leader in engineering solutions with over 80 years of experience.
- Benefits: Enjoy remote work, health support, and enhanced coverage for diverse needs.
- Why this job: Be part of a collaborative team driving innovation and operational excellence.
- Qualifications: Experience in SaaS support, strong communication skills, and a problem-solving mindset required.
- Other info: This is a permanent, mid-level role with opportunities for growth.
The predicted salary is between 28800 - 43200 £ per year.
Overview
Atlassian Cloud Application Support Analyst – RS UK & Ireland. Location: Remote (UK). Employment type: Permanent.
RS Group is looking for a talented and driven Atlassian Cloud Application Support Analyst to join our expanding global technology team on a permanent basis. In this mid-level role, you’ll play a key part in supporting and optimising our SaaS platforms while helping to drive operational excellence and technical maturity across the organisation.
Responsibilities
- Manage configuration, availability, and performance of Atlassian Cloud and other SaaS platforms
- Support and maintain a suite of third-party SaaS platforms, including Datadog, JFrog, MuleSoft AnyConnect, SAP Rise, and Miro
- Own and monitor SaaS product support SLAs, ensuring high-quality service delivery
- Partner with Digital Product Owners, Engineering, InfoSec, and Business stakeholders to support platform strategy and operations
- Evaluate and implement change requests, ensuring best practices, appropriate test coverage, and rollback plans
- Participate in weekly Technical Change Boards to review, assess, and advise on proposed changes across tech stacks
- Manage incoming support requests and incidents, aligning resolution with agreed SLAs
- Lead or support incident resolution efforts across diverse technologies and teams
- Maintain comprehensive documentation for support processes and transitioned services
- Contribute to risk management, platform improvements, and proactive service enhancement
- Act as a lead technical expert to troubleshoot and resolve complex issues
- Implement corrective action plans to address service-impacting problems
- Review vulnerability reports and collaborate with security teams on required updates
- Foster strong relationships with third-party vendors and internal support teams
- Manage vendor performance in line with contractual support agreements
- Communicate technical topics effectively with both technical and non-technical stakeholders
- Review and contribute to root cause analyses for critical incidents
- Actively share best practices across the RS Global Technology and Cloud community
Qualifications
About you: You’re a hands-on technologist with a strong background in supporting SaaS platforms in enterprise environments. You’re customer-focused, adaptable, and thrive in fast-paced settings where collaboration and accountability are key. You bring a blend of technical skill, process-oriented thinking, and the communication ability to bridge gaps between teams and stakeholders. You’re also someone who enjoys solving complex problems, takes ownership of outcomes, and continuously seeks to improve service delivery through innovation and teamwork.
- Solid experience in enterprise applications environments, ideally in internal/SME-facing support roles
- Proficiency with Jira (Server, Data Center, and Cloud) at the organisation admin level, including workflow design
- Strong API knowledge and scripting experience, including JQL, macros, ScriptRunner, PowerScripts, and Automation for Jira
- Familiarity with migration tools such as CMJ or Project Configurator
- Integration experience with tools such as Bitbucket, ServiceNow, Bamboo, and Jenkins
- Ability to lead technical planning and solutioning for complex platform migrations and hybrid environments
- Proven capability in customer discovery, understanding requirements, and identifying potential roadblocks
- Strong communication and stakeholder management skills across technical and business audiences
- Experience working in diverse cross-functional teams, including Product, Support, Architecture, and Customer Success
- A fast learner with a solid grasp of cloud technologies and deployment models
- Familiarity with various software delivery methodologies (e.g. Agile, Waterfall, Lean)
- Excellent problem-solving, analytical, and interpersonal skills
- Experience managing or collaborating with external vendors and service providers
Benefits
- Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation
- Support for Neurodiverse colleagues and families with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome
- Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause
- Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery
- Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all
About RS
RS has been solving engineering problems for over 80 years. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible. Our purpose? Making amazing happen for a better world. We offer service and product solutions. We ship a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers. We’re committed to building a diverse and inclusive culture and to ESG actions.
Job Details
- Location: Remote
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Information Technology
- Industries: Appliances, Electrical, and Electronics Manufacturing
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Atlassian Cloud Application Support Analyst employer: RS UK & Ireland
Contact Detail:
RS UK & Ireland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Atlassian Cloud Application Support Analyst
✨Tip Number 1
Familiarise yourself with the Atlassian suite, especially Jira, as this role requires proficiency at the organisation admin level. Consider exploring online resources or communities to deepen your understanding of workflow design and best practices.
✨Tip Number 2
Highlight your experience with SaaS platforms in your conversations. Be prepared to discuss specific examples of how you've supported or optimised these platforms in previous roles, as this will demonstrate your hands-on expertise.
✨Tip Number 3
Showcase your problem-solving skills by preparing for potential scenario-based questions. Think about complex issues you've resolved in the past and how you approached them, as this will illustrate your analytical abilities.
✨Tip Number 4
Network with current or former employees of RS Group on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during interviews.
We think you need these skills to ace Atlassian Cloud Application Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in supporting SaaS platforms, particularly with Atlassian products like Jira. Use specific examples to demonstrate your technical skills and problem-solving abilities.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with the responsibilities listed in the job description, such as managing SLAs and collaborating with cross-functional teams.
Showcase Technical Skills: Clearly outline your technical skills related to the job, such as API knowledge, scripting experience, and familiarity with migration tools. Use bullet points for clarity and ensure you relate these skills to the job requirements.
Highlight Soft Skills: Don't forget to mention your soft skills, such as communication and stakeholder management. Provide examples of how you've effectively communicated technical topics to non-technical audiences or worked in diverse teams.
How to prepare for a job interview at RS UK & Ireland
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Atlassian products, especially Jira. Highlight your proficiency in workflow design and any scripting knowledge you have, as this will demonstrate your capability to manage and optimise SaaS platforms effectively.
✨Demonstrate Problem-Solving Abilities
Expect questions that assess your problem-solving skills. Prepare examples of complex issues you've resolved in the past, particularly in a SaaS environment. This will show your ability to take ownership and drive improvements.
✨Communicate Effectively
Since the role involves liaising with both technical and non-technical stakeholders, practice explaining technical concepts in simple terms. This will help you convey your ideas clearly and show that you can bridge gaps between teams.
✨Familiarise Yourself with the Company Culture
Research RS Group's values and their commitment to diversity and inclusion. Be ready to discuss how your personal values align with theirs, as cultural fit is often just as important as technical skills in interviews.
