You will work closely with stakeholders from Customer Support and other service-oriented business functions to understand their processes, challenges, and requirements. Your key responsibility is to translate these business needs into scalable, user-friendly, and maintainable platform solutions.
A major focus of the role is the design and implementation of Service Management solutions based on Jira Service Management (JSM). You will help develop our service processes, from customer and internal request handling to case management, SLAs, escalations, knowledge management, automation, and reporting.
This is a 12 months duration contract for a maternity leave replacement.
What you will do
- Take ownership of the Customer Service platform and its continuous development.
- Partner closely with Customer Support and other service teams to understand their processes, pain points, and requirements.
- Translate business requirements into solution concepts and implement them within Jira Service Management.
- Manage and prioritize the platform backlog together with key business stakeholders.
- Design and continuously improve end-to-end Customer Service processes, including request and case management, routing, queues, escalations, and resolution workflows.
- Configure and enhance Jira Service Management and Confluence, including workflows, request types, forms, queues, SLAs, automation, permissions, and notifications.
- Challenge requirements constructively and advise stakeholders on Service Management best practices and platform capabilities.
- Support testing, documentation, rollout, and adoption of new Customer Service capabilities.
- Contribute to the platform roadmap and evaluate how the technology landscape should evolve as business requirements change.