Confluence Support Engineer - Technical Specialist

Area(s) of responsibility

Role Purpose
The Confluence L1.5 – L2 Support Engineer will be responsible for platform administration, user support, space governance, knowledge management enablement, access administration, and operational support for Confluence.
The role will support collaboration governance, content organization, permissions management, reporting, and platform optimization initiatives while ensuring standardization, maintainability, and user adoption.
The resource will operate within a governance-led support model and collaborate closely with customer stakeholders, Birlasoft delivery teams, architects, and integration teams.

Key Responsibilities
Platform Administration & Support
Provide L1.5 and L2 operational support for Confluence platform issues and service requests
•    Administer Confluence spaces, templates, permissions, and user access
•    Support creation and maintenance of knowledge repositories and collaboration spaces
•    Troubleshoot platform access, synchronization, and content issues
•    Support page templates, macros, navigation, and page structures
•    Monitor platform performance and operational stability
•    Ensure adherence to defined SLA and support processes

Knowledge Management Support
•    Support enterprise knowledge management initiatives
•    Organize and maintain knowledge repositories and structures
•    Assist in migration, archival, and cleanup activities
•    Support content lifecycle governance and retention practices
•    Enable knowledge standardization and usability improvements
•    Assist in defining and maintaining content taxonomy and structure

Governance & Compliance
•    Support Confluence governance and information architecture standards
•    Ensure proper permission structures and access governance
•    Support audit readiness and compliance reporting
•    Assist in identifying stale, duplicate, or obsolete content
•    Participate in governance reviews and cleanup initiatives
•    Maintain standardized templates and documentation structures

Reporting & Operational Monitoring
•    Generate usage and adoption reports
•    Support license utilization tracking
•    Monitor content growth and space usage
•    Support operational KPI reporting
•    Analyze adoption trends and collaboration metrics

Continuous Improvement
•    Identify opportunities for usability and governance improvements
•    Support template standardization and optimization initiatives
•    Contribute to documentation and SOP creation
•    Participate in automation and process improvement initiatives
•    Recommend improvements to knowledge accessibility and user experience

Change & Release Support
•    Support platform changes and controlled releases
•    Participate in change management activities
•    Validate platform updates and post-deployment activities
•    Coordinate testing support for new templates, integrations, and configurations
•    Support rollback and deployment validation activities where applicable

Governance & Collaboration
•    Participate in weekly operational reviews and governance meetings
•    Collaborate with platform owners, business stakeholders, and integration teams
•    Support compliance, audit, and security governance activities
•    Ensure adherence to platform governance standards and operational processes
•    Maintain support documentation and operational knowledge repositories

Certifications Preferred
•    Atlassian Certified Confluence Administrator preferred
•    ITIL Foundation Certification preferred