As an Atlassian Jira and Confluence Administrator, I managed, configured, and optimized collaboration and project management environments to support cross-functional teams and streamline workflows for the each team within the USGS Office of Communications and Publishing and each branch of the Office of Budget, Finance and Analysis.
Jira Software Administrator
For twelve teams, I conducted requirements kick-off meetings to design each teams' Jira Software Projects that included custom workflows, issue types, screens, and permission schemes. Implementing automation rules and custom dashboards for efficiency, I created an enhanced easy-to-use project tracking and reporting from teams used of other systems, like spreadsheets, word documents, and O365 lists. As an administrator, I was responsible for maintaining all users access to the Jira Software platform and provide trainings for each team and new members. The Public Affairs, Congressional Affairs, External and Internal Communications, and branches of the Office of Budget, Finance and Analysis were internal groups with customer Jira Software Projects.
Consolidation of all teams Jira Software and Jira Service Management Projects into Editorial Board Calendar is used for weekly, monthly, and quarterly planning.
Jira Service Management Administrator
For teams providing customer support to all of USGS, teams including Digital Services (DS) and Science Publishing Network (SPN), customized service desk portals were developed to support those teams and their internal stakeholders. For each service center I designed and maintained customer request types, forms, queues (back-end view for developers), workflows for each issue type, and specific SLAs to support each team's processes and business needs. Depending on the project and customer request types, automation rules were implemented to quickly triage requests to specific service desk team members and notify stakeholders to reduce manual effort and increase efficiencies. The SPN also utilized features of tracking time and billing within their service management project. For each service center, a knowledge base was linked to help internal stakeholders quickly find related articles to improve customer service and reduce unnecessary request volume. I also designed dashboards for service desk team members and internal stakeholders to see reports, monitor SLAs, trends, and team performance. Using the metrics and feedback allowed for continuous improvement and validation of teams providing excellent customer service.
Confluence Administrator
As a Confluence Administrator, I led the configuration, governance, and optimization of Confluence as a central collaboration and knowledge management platform. My work focused on enabling efficient documentation practices, improving user experience, and supporting cross-team collaboration. Confluence was integrated with Jira Service Management Projects and utilize Jira Software connections for reporting and requirement documentation to streamline with development lifecycle process and internal team collaboration. In addition to managing user access and permissions with regular audits and cleanup activities, I also created customized dashboards and landing pages with macros and plugins to improve navigation and information accessibility for OCAP and Budget Teams and senior leadership.
Above is the use of Confluence and Learning Management System (LMS) for Content Management Training.
Below is an example of a project plan and a confluence page that would be integrated within LMS portal above and other training documentation.
