Maintain the template-based request catalogue; design new templates and continuously improve existing ones
Ensure requests are prioritised, fulfilled and documented in line with agreed SLAs and KPIs
Act as 2nd/3rd-level escalation point for Jira/Confluence and related integrations
Restore service within SLA, perform root-cause analysis, implement preventive actions and keep stakeholders informed
Plan and execute standard and non-standard changes, ensuring minimal disruption and proper documentation
Design, build and maintain automations (Jira Automation, Python, Groovy, JQL, REST) that streamline recurring tasks and improve data quality
Develop and support integrations with GitHub, Microsoft 365, SAP, ServiceNow and other systems
Monitor and optimize performance, security and cost of these automations/integrations
Track service KPIs, analyze trends and propose enhancements to increase stability, efficiency and customer satisfaction
Document lessons learned and update knowledge-base articles to reduce future incidents
Enforce best-practice workflow design, permission schemes and naming conventions in line with platform governance defined by the Engineering Platform Owner
Ensure all configurations, automations and integrations comply with GxP validation, GDPR, SOX, CSV and internal quality-management processes; support audits, CAPAs and deviations when required

Several years of hands-on experience operating and administering Atlassian Jira and Confluence in an enterprise context
Deep knowledge of Jira/Confluence configuration, including workflows, permission schemes, custom fields, screens, schemes and project templates
Strong experience in automation and scripting (e.g. Jira Automation, Python, Groovy, JQL, REST APIs) to streamline recurring tasks and improve data quality
Experience integrating Jira/Confluence with systems such as GitHub, Microsoft 365, SAP, ServiceNow and other enterprise platforms
Solid understanding of platform governance and best practices (naming conventions, permission models, templates) and ability to enforce them consistently
Strong focus on service quality and reliability, with experience tracking and improving SLAs, KPIs and customer satisfaction
Ability to analyze trends, identify improvement opportunities and drive continuous optimization of workflows, templates and integrations
Excellent communication and collaboration skills with engineering, DevOps, vendors and business stakeholders
Fluent in English; German is a plus

Engineering Platform Service Manager

Key skills