Technical Product Analyst, ITSM Platforms - Jira & Confluence

Company Description:

McDonald’s growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald’s will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive Thrus, through McDelivery, dine-in or takeaway. 

McDonald’s Global Technology is here to power tomorrow’s feel-good moments.  

That’s why you’ll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time. Using AI, robotics and emerging tech, we’re digitizing the Golden Arches. Combine that with our unparalleled global scale, and we’re reshaping all areas of the business, industry and every community that is home to a McDonald’s restaurant. We face complex tech challenges every day. But that’s where our diverse and talented teams come in. They’re made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced.  

Check out the McDonald’s Global Technology Technical Blog to learn how technology and our global team are directly enabling the Accelerating the Arches strategy. 

Job Description:

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 PagerDuty
• Configuration 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 escalations
• Maximize 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.

Qualifications:

• 3 to 5 years of experience in a similar role and responsibilities of Jira and Confluence product management.
• Bachelor’s degree in computer science or related field or equivalent experience
• Strong knowledge and demonstrated experience with Jira and Confluence configuration, development, architecture and support.
• Significant experience partnering with service providers, providing feedback and leading service provider development and support teams.
• Experience managing product backlog and projects utilizing Jira
• Experience with leading service providers in integrating Jira and Confluence with ITSM platforms such as ServiceNow as well as cloud-based platforms, such as AWS, Azure, or Google Cloud.
• Excellent communication skills and ability to visualize data effectively.
• Leadership: Experience ins leading cross-functional teams and managing both operations and development initiatives.
• Communication: The ability to convey complex technical information clearly to various customers, including team members, executives, and non-technical staff.
• Problem solving: Strong analytical skills and detail orientation to identify issues and develop effective solutions, while considering the broader impact on the organization.
• Continuous Learning: An attitude of ongoing learning and improvement, staying updated with industry trends, standard methodologies, and new technologies.
• Highly collaborative, results-oriented, and adaptable to rapidly evolving work environment

Preferred Qualifications

• Experience integrating Jira and Confluence with ITSM platforms such as ServiceNow and monitoring and event management tools such as New Relic or similar solutions.
• Configuration Management Data Base (CMDB) and Asset Management knowledge and experience
• PagerDuty administration or product manager experience
• Agile Practitioner certification

Additional Information:

McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis.

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.