Atlassian Platform & ITSM Engineer

T-Rex Solutions is seeking an Atlassian Platform & ITSM Engineer to support the Architecture & Service Excellence SDLCNext Support Team within the Program Executive Office, Defense Healthcare Management Systems (PEO DHMS). This is a hands-on enterprise tooling role that combines Atlassian platform engineering and administration, business/process analysis, IT service management (ITSM), technical delivery, and customer-facing solution design within the SDLCNext environment.

The role will work directly with Government users, process owners, platform administrators and engineers, vendors, and Workforce 3.0 teammates to translate operational needs into scalable platform solutions. The individual will help manage the full lifecycle of SDLCNext enhancements and support - from requirements discovery, process design, configuration, testing, and implementation through user enablement, incident/problem resolution, reporting, and continuous improvement.

SDLCNext is an enterprise Atlassian environment supporting software-development-lifecycle and ITSM activities across PEO DHMS. Success in this role requires someone who can move comfortably between stakeholder conversations and hands-on platform work: clarify an ambiguous business problem, design a practical workflow, configure and validate the solution, coordinate approvals and release activities, communicate the change, and support users after deployment.

Responsibilities:

Lead solution consulting, requirements, and delivery

• Partner directly with Government and contractor user groups to understand business processes, pain points, service needs, and platform requirements.
• Translate requirements into clear process flows, solution options, implementation proposals, delivery timelines, risks, dependencies, and decision points.
• Manage platform enhancements and process-improvement efforts from intake through design, configuration, testing, release, adoption, and closure.
• Conduct gap analyses and assess proposed changes, new capabilities, and emerging technologies; provide concise recommendations grounded in user value, technical feasibility, governance, and operational impact.
• Facilitate technical working sessions and maintain action, risk, issue, and decision follow-through across multiple simultaneous workstreams.

Administer and configure SDLCNext / Atlassian capabilities

• Configure and maintain Jira, Jira Service Management (JSM), Confluence, and related SDLCNext capabilities in coordination with platform and application administrators.
• Create and maintain projects/spaces, workflows, work and request types, fields, screens, schemes, roles, permissions, notifications, automations, dashboards, and other configuration artifacts.
• Perform or coordinate user and access administration, applying role-based access and least-privilege principles appropriate to the environment.
• Execute and validate configuration changes in test/sandbox and production environments using disciplined change, verification, and rollback practices.
• Maintain configuration baselines and improve consistency across project areas, workflows, data attributes, and presentation standards; identify and remediate obsolete or duplicative configurations.

Support ITSM operations and platform reliability

• Provide responsive Tier 1/2 support for service requests, access issues, workflow/configuration questions, defects, and other SDLCNext user needs; coordinate escalation when deeper platform or vendor support is required.
• Support incident and problem management by documenting symptoms, reproducing issues, organizing evidence, identifying contributing factors, tracking corrective actions, and communicating status to stakeholders.
• Prepare research packages and coordinate with software/system vendors and Tier-3 support for complex defects, product questions, and enhancement requests.
• Plan and support releases, upgrades, patches, maintenance activities, and capability-adoption efforts while minimizing disruption to users and maintaining operational continuity.
• Use service, incident, request, adoption, and platform data to identify recurring issues, prioritize improvements, and improve transparency of support performance.

Integrations, automation, reporting, and analytics

• Facilitate integration requests and support the design, implementation, testing, and sustainment of integrations between SDLCNext and adjacent tools or services.
• Use Jira Automation, REST APIs, scripting/plugins, or other fit-for-purpose methods to reduce manual work and improve workflow quality and consistency.
• Develop and maintain queries, dashboards, reports, and metrics that provide useful operational and management insight.
• Evaluate new Atlassian capabilities and add-ons for applicability, maintainability, security, and value before recommending adoption.

Drive adoption, documentation, and knowledge continuity

• Create and maintain job aids, SOPs, configuration documentation, operating guidance, and other materials that make support processes repeatable and auditable.
• Conduct new-user training, targeted user education, demonstrations, and knowledge-sharing sessions; tailor guidance to both technical and non-technical audiences.
• Cross-train team members and administrators on design, configuration, troubleshooting, and monitoring practices to reduce single points of failure.
• Support tool/platform transitions, contract transitions, and knowledge-transfer activities by documenting current-state configurations, open issues, dependencies, and operating procedures.

Requirements:

• 5+ years of combined experience in enterprise platform engineering or administration, business/process analysis, ITSM, software lifecycle tooling, technical delivery, or a closely related discipline.
• Demonstrated hands-on experience administering Jira and/or Jira Service Management in an enterprise environment, including workflows, fields, screens, schemes, permissions/roles, notifications, automations, and user access.
• Experience supporting Confluence and integrating Atlassian tools with other enterprise systems; familiarity with REST APIs, ScriptRunner, marketplace applications, or similar extension mechanisms is strongly preferred.
• Working knowledge of ITSM practices including service request, incident, problem, change, release, and configuration management.
• Demonstrated ability to gather requirements, map processes, analyze gaps, develop solution recommendations, and manage technical changes through implementation and adoption.
• Experience operating in a controlled production environment with disciplined testing, documentation, access control, change management, and stakeholder communications.
• Prior federal, DoD, or other highly regulated technology experience; DHA / PEO DHMS / Military Health System experience is highly preferred.
• Current CompTIA Security+ or equivalent DoD-aligned certification is strongly preferred and may be required for assigned administrative access.
• Bachelor's degree in Information Technology, Computer Science, Engineering, Information Systems, Business, Project Management, or a related field is preferred; equivalent relevant experience will be considered.
• U.S. citizenship and ability to obtain and maintain a Common Access Card (CAC) and required access to DHA systems and environments.

Desired Skills:

• Atlassian administration certification or advanced Jira/JSM administration training; experience with Atlassian Data Center is particularly valuable.
• ITIL certification or practical experience applying ITIL-aligned service-management practices.
• ITIL, Atlassian, Agile, Scrum, SAFe, PMP/CAPM, or comparable platform, service-management, or delivery certification.
• Experience modernizing or migrating legacy ALM/ITSM environments (including IBM Jazz / Engineering Lifecycle Management) to Atlassian or another enterprise platform.
• Experience with enterprise workflow automation, dashboarding/analytics, and platform-governance standardization.

Key Competencies:

• Hands-on problem solving: comfortable moving from user conversation to configuration detail, testing, troubleshooting, and follow-through.
• Structured technical delivery: manages scope, timelines, dependencies, actions, risks, decisions, and communications without losing technical detail.
• Customer orientation: translates user needs into practical solutions while setting appropriate expectations and protecting platform standards.
• Technical judgment: understands when to configure, automate, integrate, escalate, or simplify rather than defaulting to unnecessary customization.
• Clear, concise written and verbal communication with the ability to explain technical decisions to Government, business, and engineering stakeholders.
• Strong collaboration and influence across Government, prime/subcontractor, platform, vendor, and end-user communities.
• Meticulous attention to detail, documentation discipline, sound judgment, and the ability to manage competing priorities in a fast-moving environment.

T-Rex Overview

Established in 1999, T-Rex Solutions, LLC is a proven mid-tier business providing data-centric mission services to the Federal government as it increasingly tries to secure and leverage the power of data. We design, integrate, secure, and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering.

T-Rex is constantly seeking qualified people to join our growing team. We have built a broad client base through our devotion to delivering quality products and customer service, and to do that we need quality individuals. But more than that, we at T-Rex are committed to creating a culture that supports the development of every employee's personal and professional lives. T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits which includes competitive salaries, performance bonuses, training and educational reimbursement, Transamerica 401(k) and Cigna healthcare benefits.

T-Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

In compliance with pay transparency guidelines, the annual base salary range for this position is $100,000 - $145,000. Please note that the salary information is a general guideline only. T-Rex considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.

T-Rex offers a diverse and collaborative work environment, exciting opportunities for professional growth, and generous benefits, including: PTO available to use immediately upon joining (prorated based on start date), paid parental leave, individual and family health, vision, and dental benefits, annual budget for training, professional development and tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days of employment among other benefits.