We are looking for a hands-on Senior Specialist to take ownership of our IT service management processes and Jira Service Management (JSM) platform. This governance-focused role ensures structured change control accurate reporting audit readiness and pragmatic process governance across IT and selected business processes.

You will work closely with the Head of IT Manager IT Operations and Manager IT Demand & Portfolio to establish standards drive improvements and maintain compliancewhile enabling flexibility and simplicity in a growing organization of approximately 300 end users.

Besides managing IT processes you will also be responsible for governing our organizational processes.

What youll do

• Own and continuously improve IT processes (Change Incident Problem Request Knowledge)

• Govern and maintain the business process framework (BPMN 2.0) and ensure processes stay up-to-date.

• Provide training on BPMN modeling to support the business analyst role within the organization.

• Define and enforce SharePoint governance.

• Deliver monthly performance reports and quarterly trend analyses for IT leadership.

• Prepare audit evidence and maintain IT process controls for internal financial audits.

• Periodically review the organizational processes with their responsible business process owners and report on the status of these processes.

• Optional: Configure and maintain Jira Service Management workflows SLAs queues automation rules and dashboards.

What were looking for

• Education: Bachelors degree in ICT or a related field.

• Experience: 5 years in similar roles.

• ITIL Certification: Foundation required; advanced certification preferred.

• ITSM Expertise: ITSM Expertise: Hands-on experience with ITSM tools including workflows SLAs and dashboards.

• BPMN 2.0: Practical experience with process modeling (mandatory); coaching experience is a plus.

Nice-to-have:

• Jira Service Management knowledge

• Experience with Confluence knowledge base governance.

Personal Competencies

• Analytical Thinking

• Ownership & Proactivity

• Collaboration & Communication

• Flexibility & Entrepreneurship

• Results Orientation