Business Operations Engineering Analyst III

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!

DESCRIPTION

We are seeking an Atlassian Support Engineer with experience to manage and optimize the Atlassian Cloud environment (Jira, JSM and Confluence), ensuring operational efficiency and continuous improvement of ITSM processes. This role partners with Product, IT and business teams to enhance workflows, integrations and service delivery.

Key responsibilities:

• Manage and support Jira Software, Jira Service Management and Confluence (Cloud)

• Configure and optimize workflows, automations, permissions and integrations

• Ensure system performance, availability and reliability

• Implement and evolve ITSM practices aligned with ITIL

• Drive improvement initiatives and change management with stakeholders

• Perform troubleshooting, user support, training and documentation

Product connection: This role directly supports the evolution of the Atlassian ecosystem, enabling IT service management and operational workflows.

Organizational context: Close collaboration with Product Managers, IT teams and cross-functional stakeholders, as part of the IT/Platforms team.

Role importance: A key position to ensure operational efficiency and scalability of IT services.

REQUIREMENTS

• Experience with Atlassian Cloud tools (Jira Software, Jira Service Management, Confluence)

• Experience configuring workflows, automations, permissions and customizations

• Solid understanding of ITSM processes and ITIL best practices

• Experience with system integrations and troubleshooting in cloud environments

• Strong analytical and problem-solving skills

• Good communication skills and ability to work with cross-functional stakeholders

• Proactive, organized, and able to balance technical and business perspectives

• Advanced/Fluent English

• Bachelor’s degree completed

Our corporate language is English — please submit your application in English.

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey.  If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us!

BENEFITS 
STAY HEALTHY: We cover 100% of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde.

FLEXIBLE BENEFITS: With the Caju flexible benefit card, our Sinchers can choose to use benefits on food, education, and home office assistance.

FAMILY FIRST: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for kids up to five years old.

EVERYDAY WELLBEING: We partner with Wellhub to help Sinchers access gyms and wellness options.

**SECURE YOUR FUTURE:**Our Partnership with Prudential life insurance provides coverage for all Sinchers in the events of unexpected absences, serious illness, accidents, and disabilities.

DIVERSITY AND INCLUSION: We offer annual reimbursements for certain expenses related to disabilities and/or transgender needs.

TAKE A BREAK: Our Sinchers can take a day off on their birthday to celebrate with their loved ones.