Service Owner of Project & Team management tools

PROJECT INFORMATION: Role: Service Owner - Project & Team Management tools Industry: Chemical / innovative materials Client: global company (originally from Belgium) Remote work: 100% Consultant’s location: Europe Project language: English Project length: 3 or 6 months contracts prolongations (we’re looking for a long-term cooperation) Start: ASAP Assignment type: B2B Renumeation: up to 40 EUR/h As a Service Owner, you will be responsible for the successful management of tools that empower employees for their project and team management tasks. The current offer is mainly composed of JIRA & Confluence (Atlassian), Monday.com, and Accolade (Sopheon). You will ensure that they meet business needs with optimal performance and quality, and are used in accordance with the agreed governance. Services Management: Define and maintain the service strategy for project & team management services, aligning it with business objectives, ITIL v4 principles, and the initiated SAFe transformation especially JIRA and Confluence. Contribute to the transformation roadmap by sharing insights on which tools should grow, and which others should be rationalized. Maintain accurate and up-to-date system configurations. Manage the offer of add-ons and plug-ins, balancing business needs, security principles, and budget consumption. Identify, plan, test and implement changes to the services. Deliver specific reporting and analysis on services’ quality, usage and satisfaction. Facilitate the creation and delivery of service requests around these services. Ensure efficient and smooth interaction between the clinet and the vendors/resellers of these services, including operational governance and contract management Continuous Improvement and Transformation: Help identify opportunities for process improvement and automation to enhance operational efficiency. Help enforce security measures and related governance to improve the platform’s security. Contribute to transformation projects by bringing your knowledge and technical expertise of these services. Stay updated with the latest trends and advancements in the technologies related to these services. Documentation and Training: Provide training and guide employees on the use of project & team management services. Develop and maintain user guides, training materials, as well as user-facing knowledge articles. Maintain comprehensive documentation of the application’s architecture, processes, and procedures (ex: service requests, account lifecycle management, integrations, etc.). Support Operations: Ensure smooth coordination with the L0/L1 Help Desk and adjust knowledge base articles and incident resolution processes accordingly. Ensure smooth coordination with the Managed Services partners who handle L2 support for some of these services. Understand the structure of an Corporate Information System Link (JIRA has many integrations to external applications) Adjust support-oriented knowledge base articles and incident resolution processes accordingly. Ensure a high level of user satisfaction by making sure support requests are addressed correctly in the ITSM tool and resolved efficiently. Intervene on the resolution of complex incidents in collaboration with the Service Owner, the editors and the Managed Services partner. Analyze recurring incidents to identify root causes and implement corrective/preventive measures to minimize future occurrences. Education and Experience: Bachelor’s degree in Information Technology, Computer Science, or a related field. Proven experience as a Service Owner or in a similar role managing IT services. In-depth knowledge of JIRA and Confluence, including their administration, configuration, and integration capabilities Strong understanding of ITIL v4 principles and best practices Strong project management and organizational skills. Experience with Agile methodologies, preferably SAFe. Relevant certifications (e.g. ITIL, SAFe) are a plus. Nice to have: knowledge of HTML and Javascript (Confluence customized look and feel, plugins or macros) Skills and Behavioral Competencies: Customer-centric approach with a focus on user satisfaction. Proactive and results-oriented with a focus on continuous improvement. Strong analytical and problem-solving skills applied to a technological environment. Good communication skills and ability to build strong relationships with stakeholders Passion for technology and a desire to learn new skills.

Location: Wrocław, PL

Posted Date: 4/19/2025