IT Service Manager/JIRA Administrator

3 days ago

Prague, Hlavní město Praha, Czech Republic Deutsche Börse Full time 600,000 - 800,000 per year
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

Deutsche Börse

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