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.