About this role
Your mission <span><span style="font-size:inherit;">As <strong>Platform Manager</strong>, you will help shape and continuously improve the platforms and processes that enable effective customer service across IONITY.</span><br><span style="font-size:inherit;">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.</span><br><span style="font-size:inherit;">A major focus of the role is the design and implementation of <strong>Service Management solutions based on Jira Service Management (JSM)</strong>. You will help develop our service processes, from customer and internal request handling to case management, SLAs, escalations, knowledge management, automation, and reporting.</span></span><br><span><span style="font-size:inherit;"><u>This is a 12 months duration contract for a maternity leave replacement. </u></span></span><u><br></u><span><br></span><h3><span style="font-family:Arial, Helvetica, sans-serif;font-size:18px;">What you will do</span></h3><ul><li><span style="font-size:inherit;">Take ownership of the <strong>Customer Service platform</strong> and its continuous development.</span></li><li><span style="font-size:inherit;">Partner closely with <strong>Customer Support and other service teams</strong> to understand their processes, pain points, and requirements.</span></li><li><span style="font-size:inherit;">Translate business requirements into solution concepts and implement them within <strong>Jira Service Management</strong>.</span></li><li><span style="font-size:inherit;">Manage and prioritize the platform backlog together with key business stakeholders.</span></li><li><span style="font-size:inherit;">Design and continuously improve end-to-end Customer Service processes, including request and case management, routing, queues, escalations, and resolution workflows.</span></li><li><span style="font-size:inherit;">Configure and enhance <strong>Jira Service Management and Confluence</strong>, including workflows, request types, forms, queues, SLAs, automation, permissions, and notifications.</span></li><li><span style="font-size:inherit;">Challenge requirements constructively and advise stakeholders on Service Management best practices and platform capabilities.</span></li><li><span style="font-size:inherit;">Support testing, documentation, rollout, and adoption of new Customer Service capabilities.</span></li><li><span style="font-size:inherit;">Contribute to the <strong>platform roadmap</strong> and evaluate how the technology landscape should evolve as business requirements change.</span></li></ul> Your profile <ul><li><span style="font-size:inherit;">At least 3 years of experience in <strong>Customer Service, Service Management, or business application/platform management</strong>.</span></li><li><span style="font-size:inherit;">Strong hands-on experience with <strong>Jira Service Management</strong>, including the design and configuration of service projects.</span></li><li><span style="font-size:inherit;">Good knowledge of <strong>Jira</strong> and its underlying concepts, such as workflows, issue types, permissions, automation, and reporting.</span></li><li><span style="font-size:inherit;">Ability to take end-to-end ownership of a platform, balancing business requirements, user experience, technical feasibility, and maintainability.</span></li><li><span style="font-size:inherit;">Strong ability to translate business requirements into technical concepts and implementable solutions.</span></li><li><span style="font-size:inherit;">Experience managing and prioritizing requirements from multiple stakeholders.</span></li><li><span style="font-size:inherit;">Experience with knowledge management, self-service, service portals, automation, and service reporting is an advantage.</span></li><li><span style="font-size:inherit;">Experience with APIs, integrations, or adjacent enterprise applications is a plus.</span></li><li><span style="font-size:inherit;">Strong communication skills and confidence working at the intersection of business and technology.</span></li><li><span style="font-size:inherit;">Analytical and structured way of working combined with a pragmatic, customer-focused, and solution-oriented mindset.</span></li></ul>