Technical Product Analyst, ITSM Platforms - Jira & Confluence

This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald’s works. We provide best-in-class foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management. It’s our goal to always provide an engaging, relevant, and simple experience for our customers.As a Technical Product Analyst, you will be responsible for driving continuous improvement, enabling automation, and facilitating adoption of standards to ensure that teams are deploying highly available, portable, and fault-tolerant code on our platforms including Jira, Confluence and PagerDuty. You will also collaborate with teams to translate business needs and requirements into technical requirements, manage demand backlog and proactively determine process and quality gaps behind critical issues in production that are the consequences of changes.This is an exciting opportunity to help shape the transformation of infrastructure and operations products and services to the entire McDonalds environment.Accountabilities & Responsibilities:Ensure availability and performance of Jira and Confluence, along with installed Atlassian marketplace add-ons as well as PagerDuty.Ensure best practice configuration, management and utilization of Atlassian and PagerDuty products.Identify and lead best practice maintenance activities such as reduction of customization, archiving, user and group audits/maintenance, etc.Provide technical expertise and training in using Jira, Confluence and related Atlassian 3rd party applications as well as PagerDuty.Communicate with product stakeholders regarding upcoming changes.Build relationships with key internal consumers and external partners of Jira, Confluence and PagerDutyConfiguration of Atlassian and PagerDuty products and implementing features, functionality and automation.Coordinate the integration and maintenance of tools and process with Atlassian products including Jira and Confluence as well as PagerDuty.Evaluate and monitor the impact of releases and code updates on our production environments.Lead and manage environment upgrades, ensuring our Atlassian and PagerDuty products are stable and secure.Establishing operational and environmental KPIs and dashboards.Support creating the overall roadmap and shape demand for enterprise consumption.Share management and oversight of ITSM platform instances, the core platform team and any escalationsMaximize value by identifying additional business outcomes the platforms allow.Active member of the technical governance board and involved in all governance components.Contributes towards design configuration decisions to ensure a seamless user experience that aligns with the platform design strategies.Platform consumer point of contact for managing escalations, enhancement requests and project activities.Attend project governance meetings, scrum meetings, design meetings.Facilitates activities through training, testing, go-live and post go-live support.Works closely with vendor partners and platform support team members to plan, manage and deliver reliable systems and system capabilities.Manage demand as a liaison between business consumers and ITSM platform development collecting new demand, managing day to day activities, enhance initial demand requests, drives demand assessment process to prioritize and approve demands.Continuously evaluate and improve platform health, ensuring highly available, efficiently operating secure systems.Work cross-functionally with broader Service Management team to deliver platform capabilities to enhance overall ITSM processes.Work with the platform development team to manage backlog, prioritize development activities and ensure efficient and effective development pipeline.Work as part of a team managing ITSM platform cost and chargebacks.Creation of training materials and conducting training sessions for users/stakeholders.Benefits eligible: Yes

Bonus eligible: Yes

The expected salary range for this role is $98,140 - $125,130 per year

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.