Operations Support Engineer - Atlassian Cloud Devops (Nextgen Ops / Aiops)

Job Title: Operations Support Engineer Atlassian Cloud DevOps (NextGen Ops / AIOps)• Location: Bellevue, WA• Duration: 6 Months• Job Type: Temporary Assignment• Work Type: Hybrid

Job Description:

ROLE OVERVIEW:

• Hands-on engineer to support and enhance the GitLab CI/CD ecosystem, integrating GitLab, Atlassian Cloud (Jira, JSM, Confluence) and Atlassian Forge pipelines.
• Drives NextGen Ops and AIOps automation for proactive monitoring, intelligent triage and self-service operations.
• Joins the EDX Platform Team's support operations group, which works the SDLC service-request queue and the Forge and automation development backlog.

KEY RESPONSIBILITIES:

• Integrate Jira Software, JSM and Confluence with DevOps pipelines for governance, compliance and automation.
• Design, maintain and optimize GitLab CI/CD and Atlassian Forge pipelines, promoting Forge apps through training, stage and prod.
• Design and administer Jira workflows, statuses, transitions, post-functions, validators, schemes and field configurations; build Automation for Jira (A4J) rules for routing and event automation.
• Develop automation in Python, Bash or Groovy, including JSM request-process automation, project/space provisioning and role-cleanup tooling.
• Implement AIOps: anomaly detection, predictive alerts, self-service pipelines, and KB-driven AI agents (ROVO) built from closed-ticket analysis.
• Partner with Development, Operations and Governance teams on automation, observability and compliance.

OPERATIONS SUPPORT: L1 AND L2 ATLASSIAN ADMIN:

• L1: Work the SDLC service-request queue: Jira, JSM and Confluence access and permission requests, qTest project access and token issues, TestGrid device activation and access, LRES help, scrum-team and board updates, sprint closure.
• L1: Resolve routine admin tasks within SLA: user/group access, project and space requests, dropdown and field value updates, plugin requests, standard how-to questions, ticket routing to the right component.
• L2: Handle escalations and root cause: workflow and status changes, schema and field fixes, Forge app and plugin defects, integration and gateway issues, blocked external-vendor accounts, defect-linking failures.
• L2: Own change execution for platform enhancements and Forge apps: build, test in training, deploy to stage and prod, validate and document; write KB articles and runbooks.

CORE SKILLS:

• DevOps: GitLab CI/CD, Atlassian Forge, Docker, Kubernetes
• Scripting: Python, Bash, Groovy, Node.js, Java
• Atlassian Cloud: Jira Software, JSM, Confluence, REST APIs, A4J, workflows, permission schemes
• Observability: Splunk, Grafana, OpenTelemetry, Microsoft Sentinel
• AIOps / NextGen Ops: Self-healing pipelines, predictive monitoring, AI-based ticket response, ChatOps
• Governance: SOX controls, access reviews, change audit readiness

QUALIFICATIONS:

• 3+ years in DevOps and Atlassian Cloud administration with strong CI/CD automation expertise.
• Hands-on experience with Atlassian Forge, A4J and AI-powered operational automation.
• Proven track record in observability, governance compliance and AIOps integration.
• Strong analytical and problem-solving skills; comfortable with production support and incident response.

• ServiceNow, qTest/TestGrid exposure, Atlassian certifications.