Enterprise Applications Engineer II

Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 50 million customers, and built a platform for the region’s best talent to thrive and for entrepreneurs to scale their businesses. Careem operates in over 70 cities across 10 countries, from Morocco to Pakistan.

About the Role

We are looking for an Enterprise Application Engineer focusing on developing and providing technical solutions for Atlassian tools and  other enterprise tools focusing on HR Tech and  supporting our colleagues in different countries. 

This role is a crucial contributor in improving our colleagues' experience through service management processes and tools as well as modern HR technologies widely used in the corporate environment. The role will ensure that systems are aligned with business objectives, enhance operational efficiency, ensure the optimal performance, automation and integration across systems, and support the organization's dynamic growth and provide a seamless employee experience. 

This position will be responsible for user access management, developing workflows and new processes, troubleshooting incidents and implementing Change Requests following our IT guidelines / processes.

It will be part of a team responsible for owning, managing, defining and optimizing standard Atlassian tools in addition to other enterprise  related tools focusing on HR Tech and processes to drive best practices and increase collaboration across various teams and provide business as usual (BAU) support.

What You'll Do

• Providing Administration and Level 1 & 2 Support of Atlassian applications (JIRA, Confluence, Service Desk) and other enterprise tools owned by the team.
• Manage different systems access and permission configurations to ensure compliance and enforce best practices.
• Configure, customize, develop and manage Jira workflows, screens, permissions, fields  and scripts to automate tasks.
• Create and maintain Jira custom dashboards, reports, and automation rules to support team efficiency.
• Help colleagues in building their own JQL queries.
• Design and implement integrations between different  systems and other enterprise applications to ensure seamless data flow.
• Implement and maintain data management standards, ensuring the integrity and security of data within systems.
• Troubleshoot issues, communicate with process owners and continue to improve support processes.
• Troubleshoot integration issues and enhance interoperability.
• Providing support via the central  Support Slack channel and ensuring that incidents are logged.
• Log and track all incidents via the ITSM tool (Jira) and follow the incident management process. Working on escalated Incidents from the IT Service Desk and ensuring that Incidents are updated daily with meaningful updates, quality and troubleshooting steps performed. Ensure that incidents are resolved within the set SLA’s.
• Ensure that priority 1 / critical issues are communicated to the IT leadership team and key stakeholders for visibility and awareness.
• Problem Management to ensure that incidents are reviewed for recurring issues and problems are highlighted. Provide workarounds, perform Root Cause Analysis (RCA) and document Known Errors.
• Configure and optimize other  systems, including talent management, performance management, Onboarding and any other related platforms to ensure optimal performance.
• Implement system upgrades and enhancements to keep pace with technology advancements.
• Engage in the development and customization of enterprise applications and systems to meet the specific business requirements.
• Collaborate with stakeholders to understand business needs, translating them into functional requirements for technical solutions.
• Implement and maintain documentations (User Guides, Operations Guides, Training Manuals, Technical Documents, etc.)
• Introduce best practices of the  tools to maximize efficiency and provide recommendation and enhancement of the systems and processes.
• Collaborate with systems vendors to troubleshoot technical issues and implement updates.
• Stay informed about vendor roadmaps and emerging technologies to guide future system enhancements.
• Identify and recommend tools and solutions to improve application performance, user experience, and service efficiency to deliver business value

What You'll Need

• Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related field. Master’s degree or relevant certifications (e.g., ITIL, PMP, or similar) is a plus.
• Proven experience (3 +  years) in managing enterprise systems and applications.
• Experience with scripting languages for automation ( (e.g., Java, Python) and Cloud platforms (Microsoft Azure, AWS or Google) 
• Experience with system integration platforms and knowledge of API protocols
• Good experience with Enterprise Platforms (Jira, GitHub, different apps integration and automation).
• Familiarity with HR systems (e.g., Oracle , SAP SuccessFactors, Onboarding tools , ATS tools  etc.).
• Proficiency in Jira configuration, Jira Service Management, and Confluence.
• Analytics skills and proficiency in data analytics tools is a plus.
• knowledge of ITIL principles and best practices.
• Project management skills with the ability to handle multiple priorities.
• Strong communication skills, with an ability to translate technical information to non-technical users.
• Excellent communicator who can work with and influence all functions and levels.
• Delivers engaging, informative and well-organized presentations. 
• Resolves and/or escalates issues in a timely fashion. 
• Understands how to communicate difficult/sensitive information tactfully. 
• Proactive and collaborative approach to working with teams across the organization.
• Strong problem-solving, analytical skills and troubleshooting skills. Self-starter with a deep analytical mindset, owns the problems.
• Can do and will do attitude with a proactive approach.
• Ability to work in a hyper-growth, innovative environment.
• Dynamic, results-oriented problem solver 
• Easily understand, investigate and solve technical problems in a details driven attitude 
• Must be fluent in English (Written / Spoken)

…Oh, and also, we’re looking for someone who can take ownership and who shoots to the moon and beyond. Is this you? We’re looking forward to seeing your application! 🚀

What we’ll provide you

We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to:

• Work and learn from great minds by joining a community of inspiring colleagues.
• Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
• Explore new opportunities to learn and grow every day.
• Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)
• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.