Requirements:

• University Degree or equivalent
• 7-9 Years experience in Application Support or Management
• ITIL Introduction & Basics
• Familiarity with Atlassian tools

Job description

Our customer is a German company specializing in comprehensive IT solutions, supporting enterprises in their digital transformation.

With extensive experience, it offers high-quality services that include IT infrastructure management, business applications, and modern workplace (Digital Workplace) solutions. The company focuses on long-term relationships, tailoring services to meet clients’ specific needs, ensuring stability, security, and innovation. They operate throughout Germany, with its primary goal being to help clients achieve long-term success in a dynamic technological landscape.

The company serves a wide range of clients, including large enterprises and organizations with complex IT needs and provides modern IT infrastructures and scalable cloud solutions, such as SAP and AI, customized to clients’ requirements.

Our customer operates as a dynamic IT service provider, supporting the digital transformation of the German economy.

Main responsibilities

• Operational end-2-end responsibility for ensuring the delivery and performance of the Atlassian Confluence/Jira/Bitbucket services offered to the internal units as service owner according to the contractually defined SLAs/KPIs/SOWs and verification of application/compliance, single point of contact across the entire operational phase of all services and service components.
• Technical management/coordination of the local and global internal and external resources (manufacturers, license suppliers) required for service delivery and involvement in a proactive manner.
• Application of certified best practice process understanding (ITIL) to gain an understanding of the customer contract and the corresponding operational delivery obligations (technical, procedural, regulatory, qualitative) for Confluence/Jira/Bitbucket and initiate appropriate actions.
• Manage sustainable problem resolution, coordinate root cause analysis, quality review and handover to service management.
• Identifying and contributing ideas to achieve service growth (onboarding of further delivery units and departments) with associated “cost-per-user” optimization and participating in their implementation (globally within the company group and for the internal IT service providers).
• Creation and quality assurance of customer-specific documentation for Confluence/Jira/Bitbucket and corresponding reviews (e.g., coordination of operating manual reviews, …). Making sure that the Help Center Space in Confluence is up to date, and necessary trainings materials are available.
• Supplier management incl. license management and procurement.