IT Service Manager/JIRA Administrator - Energy IT (f/m/d)

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