Platform Manager – Customer Service - Fixed-term contract (maternity cover)
Core
Design and implement scalable Service Management solutions to enable effective customer service processes across IONITY.
Role type
Platform Manager (Service Management)
Builds
Service Management solutions based on Jira Service Management (JSM) and Confluence
Domain
IT Service Management / Customer Support
Required skills
Jira Service Management (JSM), Jira workflows, process design, stakeholder management, backlog management, automation, knowledge management
Preferred skills
APIs, integrations, enterprise applications, self-service portals, service reporting
Technologies
Jira Service Management, Confluence
Responsibilities
Take ownership of the Customer Service platform and its continuous development; Partner with Customer Support to understand processes and requirements; Translate business needs into JSM solution concepts; Manage and prioritize the platform backlog; Design and improve end-to-end service processes; Configure JSM and Confluence workflows, forms, queues, SLAs, and automation; Advise stakeholders on Service Management best practices; Support testing, documentation, and rollout of new capabilities.
Seniority
Mid-level, hands-on IC
