Platform Manager – Customer Service - Fixed-term contract (maternity cover)
Ionity Gmbh
🌏 Worldwide
Remote
Manager or above
1 week ago
- Jira Service Management
- Confluence
- Jira
1 week ago
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 ofService 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 theCustomer Service platform and its continuous development.
- Partner closely withCustomer Support and other service teams to understand their processes, pain points, and requirements.
- Translate business requirements into solution concepts and implement them withinJira 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 enhanceJira 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 theplatform roadmap and evaluate how the technology landscape should evolve as business requirements change.
- At least 3 years of experience inCustomer Service, Service Management, or business application/platform management.
- Strong hands-on experience withJira Service Management, including the design and configuration of service projects.
- Good knowledge ofJira and its underlying concepts, such as workflows, issue types, permissions, automation, and reporting.
- Ability to take end-to-end ownership of a platform, balancing business requirements, user experience, technical feasibility, and maintainability.
- Strong ability to translate business requirements into technical concepts and implementable solutions.
- Experience managing and prioritizing requirements from multiple stakeholders.
- Experience with knowledge management, self-service, service portals, automation, and service reporting is an advantage.
- Experience with APIs, integrations, or adjacent enterprise applications is a plus.
- Strong communication skills and confidence working at the intersection of business and technology.
- Analytical and structured way of working combined with a pragmatic, customer-focused, and solution-oriented mindset.
Platform Manager – Customer Service - Fixed-term contract (maternity cover) · Ionity Gmbh