Product Specialist

Company Description

At NBCUniversal, we believe in the talent of our people. It's our passion and commitment to excellence that drives NBCU's vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It's what makes us uniquely NBCU. Here you can create the extraordinary. Join us.

Job Description

We are seeking a highly motivated and knowledgeable Product Specialist to assist with the management, support, and optimization of the Atlassian System of Work tools, including, but not limited to Jira, Jira Service Management (JSM), Confluence, and related plug-ins and APIs. This role will be responsible for providing L1 and L2 support across the organization, ensuring smooth system operations, and supporting end-users in their use of Atlassian tools. The specialist will also be tasked with monitoring queues, updating documentation, facilitating training, and working with various teams to scope and implement new project requests. The ideal candidate will have a strong understanding of Atlassian products and possess excellent communication and problem-solving skills.

Key responsibilities Include :

Support and Incident Management :

• Provide L1 and L2 support for end-users utilizing Atlassian products such as Jira, JSM, Confluence, APIs and plug-ins.
• Diagnose and troubleshoot technical issues related to system & project configurations, workflows, and permissions.
• Track and manage service desk queues for timely resolution of user issues and requests. Ensure it meets our Service Level Agreements (SLAs).
• Ensure proper escalation of L3 support issues to relevant engineering and development teams, providing necessary context for effective resolution.

System Monitoring and Reporting :

Documentation and Knowledge Management :

User Training and Onboarding :

Requirement Gathering and Project Scoping :

Continuous Improvement :

All other duties as assigned.

Qualifications

Requirements :

Preferred Qualifications :

Fully Remote : This position has been designated as fully remote, meaning that the position is expected to contribute from a non-NBCUniversal worksite, most commonly an employee's residence. Salary Range : $75,000 - $90,000

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website.

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and / or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to AccessibilityS[redacted].

For LA County and City Residents Only : NBCUniversal will consider for employment

qualified applicants with criminal histories, or arrest or conviction records, in a manner

consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance

Initiative For Hiring Ordinance, the Los Angeles' County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.

Salary : $75,000 - $90,000