Information Technology Service Management Specialist

Multiple /
Engineering and Product Development – Service Desk /
/ Hybrid
Information Technology Service Management Specialist

Reference Number: JAD1023
The Role:
We are looking for a passionate and self-motivated professional to join our ever-growing team. You will be responsible for expanding our Jira instance and other management tools, and for identifying appropriate and high-quality solutions for our end users. This is a great opportunity to be part of a well-established team within a rewarding and challenging environment.

The main responsibilities of the position include:

    • Create, manage and support all administrative functions associated with the Atlassian product Suite (mainly Jira and Confluence) and customer service management tools: FreshDesk, Live Chat Inc.
    • Create, administer, and update Insight Object Schemas
    • Work closely with cross-functional teams and gather requirements from stakeholders to design, develop, test and deliver custom templates and automation project workflows
    • Offer recommendations on best practices and standardisation in implementing and leveraging processes within the Atlassian Suite
    • Provide suggestions for optimising existing Jira process workflows
    • Develop metrics dashboards and reporting tools on Jira to help end users with performance tracking and project management
    • Develop required documentations such as workshop agendas, presentations, gap analysis reports, process flow diagrams, roles/responsibilities
    • Drive process definition, re-engineer, improve and create gap analysis for existing and new processes during workshops with key stakeholders
    • Provide training and support to JIRA end users and draft user manuals
    • Work closely with our external associates to resolve any issues that may arise 

Main requirements:

    • BSc/MSc in Computer Science, or any other relevant field
    • 1+ years of experience in a similar position
    • Working knowledge in administering Jira and Confluence server applications (Data Centre products is highly preferred)
    • Experience in building data queries using JQL and IQL
    • Excellent problem solving and troubleshooting skills
    • Ability to work independently across functions, with all levels of users and management in a fast-paced environment
    • Strong verbal and written communication skills in English

The following will be considered an advantage:

    • Any Atlassian certification
    • Experience using Active Directory
    • Working knowledge in administering FreshDesk
    • Experience in using Groovy and Java for scripts

Benefit from:

    • Attractive remuneration package
    • Food allowance
    • Private health insurance 
    • Intellectually stimulating work environment
    • Continuous personal development and international training opportunities

All applications will be treated with strict confidentiality!