HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.
HelloFresh HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.
1. Main purpose of the job Overseeing our entire Atlassian realm in terms of tools, processes, documentation, and professional relationships, and making sure they are in an optimal state. Focusing on implementing, and maintaining solutions that solve a critical strategic issue and, if applicable, decommissioning redundant solutions. Dealing with complex environments while delivering value, showcasing excellent problem-solving in ambiguity, project and process management, and communication skills across cross-functional stakeholders. 2. Responsibilities and duties Own the Atlassian landscape across HelloFresh Group, serving as the primary point of contact for senior stakeholders and IT Managers, addressing L3 queries, and migration concerns, and bridging the gap between technical and non-technical users. Enhance the Atlassian landscape by adhering to HelloFresh standards and best practices, focusing on technical configurations, templates, and functional aspects like workflow standardization, scalable processes, and training programs to boost productivity for administrators and users. Maintain Atlassian instance in an optimal state, managing costs, support, and integrating new features while ensuring efficient usage and adoption of Atlassian products like Jira, Confluence, Jira Service Desk, and OpsGenie. Foster and maintain key business relationships related to Atlassian, staying updated on the latest trends, technologies, and applications, and recommending their adoption or rejection based on cost-benefit analyses. Drive automation improvements between Atlassian and identity platforms, streamlining processes and optimizing efficiency in managing these tools within HelloFresh Group. Support the L2 & L1 support team with their technical questions on supporting the Atlassian user community. 3. Skills and preferred qualifications Soft Skills: Exceptional skill in Relentless Prioritization, to maximize outcomes in a dynamic and rapidly changing environment. Fluent in English and have strong interpersonal and communication skills. Product thinking skills that involve further developing existing processes and procedures in a clear and efficient manner. Ability to make intelligent risk assessments and navigate through complex situations. Excellent organizational skills and the ability to understand, align, and deliver complex projects. Other Skills: Ability to assess currently used services against internal demand, in cooperation with various stakeholders. Capability to identify and fulfill business needs using current or potential third-party solutions. Proactively offer advice, collaborate, and provide support to various departments for their Atlassian-related needs. Proficiently managed an Atlassian Cloud instance with over 2000 users, demonstrating hands-on experience in administration and optimization. Skilled in utilizing Jira and Confluence APIs through tools like Postman, enabling efficient customization and integration. Diverse skill set for identifying processes, risks, and business outcomes, contributing to the delivery of scalable solutions. Extensive experience in developing Cloud solutions for large organizations, with a deep understanding of modern cloud-native technology stacks and a focus on ITSM and ITIL best practices. Stay updated on Atlassian-related industry trends and enterprise-grade solutions, with a background in providing 2nd and 3rd-level support for internal Atlassian issues, ideally complemented by relevant certifications and experience in both international enterprise and startup environments. Why work for us? At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.
#HCIndexed Unused leave credits can be converted into money for a maximum of 5 days, provided at the end of the year. 13th-month pay is calculated proportionally based on the duration of employment. Long Service Benefit is granted at a rate of 0.5 times your monthly basic salary per year of service, capped at a maximum of 2 monthly salaries. Health Maintenance Organization (HMO) coverage is available for the principal employee from the first day of employment and for one dependent after one year. Group Life Insurance is provided. Paid time off includes 10 days per year during the first year of employment, and 20 days per year starting from the second year of employment. #J-18808-Ljbffr
