IT Service Manager/JIRA Administrator

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Ready to make a real impact in the financial industry? At Deutsche Börse Group, we'll empower you to grow your career in a supportive and inclusive environment. With our unique business model, driven by 15,000 colleagues around the globe, we actively shape the future of financial markets. Join our One Global Team

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Who we are

Deutsche Börse Group is one of the world's leading exchange organisations and an innovative market infrastructure provider. With our products and services, we ensure that capital markets are fair, transparent, reliable, and stable. Together, we develop state-of-the-art IT solutions and offer our IT systems all over the world. Play a key role in our mission: to create trust in the markets of today and tomorrow.

Prague

Your career at Deutsche Börse Group

Area of work:

Deutsche Boerse's Energy IT section is looking for an IT Service Manager / JIRA Administrator to join the Operations unit of our M7 XBID & Capacity Product organization.

In Energy IT we design, build, deploy and operate SaaS solutions for electronic commodities marketplaces. The tradable instruments made available through our platforms range from Power Spot instruments (tradable 24/7) to commodity futures and OTC cleared derivatives. Our applications and infrastructure make trading on Europe's largest power exchanges possible.

As a member of our M7 XBID & Capacity Operations team, you will be working closely with our application developers, devops engineers, functional analysts and the rest of the product team to ensure the continued success of our productive services and our customers' markets.

As an IT Service Manager / JIRA Administrator, your role will be to ensure the service fulfillment of our customers. You will contribute in incident and problem management processes; qualify and triage customer bug reports or information requests; and support the delivery of software updates & infrastructure maintenance via coordinating change and release plans with your product team. You will be a key part of our Product's SaaS ecosystem, helping to bridge the gap between our customers' productive operations and the agile software development lifecycle. Additionally, as an experienced JIRA administrator you will contribute to the administration of our JIRA service and you will be responsible for ensuring that Jira is aligned with internal service delivery processes, team collaboration needs, and governance standards.

Your responsibilities:

• Troubleshooting and resolving reported incidents and problems. Coordinating escalations of such issues to subject matter experts & ensuring the implementation of their solution proposals
• Service fulfillment of customer requests (Info. requests, access & permissions management, report generation, configuration changes, etc.)
• SLA/KPI tracking, evaluation and reporting to stakeholders
• Act as the owner of Jira service delivery, working closely with ITSM or Agile teams
• Customize and configure Jira Service Management (JSM) for incident, problem, and change management workflows
• Maintain documentation and provide user training/support as needed
• Paid stand-by duty for emergency response ('pager duty') on a shift rotation basis for services outside of business hours (approx. one week-long shift every two months)
• Continual improvement & housekeeping of our Service management systems and related process to improve team efficiency and customer satisfaction

Your profile:

• Relevant experience in IT Operations, Service Management, Functional Analysis, Software test, IT Service Desk support or similar roles
• Strong hands-on experience as a Jira Administrator (Atlassian Cloud or Data Center).
• Knowledge of Jira Service Management (JSM)
• Experience with JQL, ScriptRunner, Jira automation tools, custom workflows, permission schemes, notification schemes, etc.
• Understanding of IT service delivery and change management processes and ITSM best practices
• Strong written and verbal English communication skills
• Strong analytical & problem-solving skills and a desire to learn

Nice to have:

• Atlassian Certified Jira Administrator (ACP-100 or equivalent)
• Familiarity with Confluence administration
• Exposure to Agile at scale (e.g., SAFe) or DevOps practices
• ITIL v4

Why Deutsche Börse Group?

We are committed to providing a work environment where everyone feels welcome and can reach their full potential. Our standards go far beyond simply matching candidates with the right position.

Mobility

We enable you to move freely with our job tickets, job (e-)bikes and free parking opportunities.

Work environment

Collaboration, communication, or deep focus – in our modern office buildings you will find the perfect work environment. Free drinks and food and meal allowances included.

Health and wellbeing

We care for your health and wellbeing and besides various health promotion measures we offer you a group accident insurance and additional insurance offers at discounted rates.

Financial stability

We provide financial stability by offering attractive salaries, company pension schemes, participation in our Group Share Plan, as well as bonuses, subsidies and discounts.

Hybrid work

Collaborate and exchange on-site or work remotely several days a week in line with business needs and local regulations. Our hybrid working model combines the best of both worlds.

Flexible working hours

We want your job to fit your life situation and offer flexible working time models, childcare allowance, or the possibility to study alongside your job.

Internationality

Our market infrastructures are globally connected. Working with us means collaborating with like-minded colleagues across over 60 locations from more than 100 nations.

Development

We promote individual development by offering internal development programmes, mentoring, further education and training budgets.

Contact

Recruiting Team

Take your career to the next level with us and embrace new challenges

Our Recruiting Team is looking forward to your call or e-mail.

Ready to start your career with us?

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