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