ITSM Specialist

The Role

As an ITSM Specialist (Atlassian) you will be responsible for the administration optimisation and continual improvement of Fastmarkets IT Service Management platform with a primary focus on Atlassian Jira Service Management and its integrations across the wider Atlassian toolset.

Reporting to the Head of IT Operations you will act as the subjectmatter expert for ITSM tooling ensuring they support Fastmarkets requirements (aligned to ITIL v4) are operationally efficient and deliver a consistent highquality service experience for colleagues globally.

You will work closely with wider colleagues in IT Operations - Service Desk Infrastructure Digital Workspace Security and business stakeholders to design configure and evolve workflows SLAs automation reporting and selfservice capabilities that scale with the organisation.

The ITSM Specialist is responsible for the creation ownership and ongoing management of JIRA Service Management backlog across Fastmarkets. This requires the translation of process improvement and feature requests from stakeholders into welldefined backlog items; ensuring clear problem statements acceptance criteria and dependencies; and maintaining prioritisation aligned to operational risk business value and service outcomes. The role works closely with IT Operations and service stakeholders to continuously refine the backlog manage demand intake and ensure work is sequenced effectively to support stable service delivery & continuous improvement.

Principal Accountabilities

• ITSM platform ownership (Atlassian): Own the daytoday administration and configuration of Jira Service Management platform including request types workflows queues forms automations SLAs permissions and portals.
• Process design & optimisation: Partner with the wider IT Operations team to design document and continuously improve processes including Incident Request Problem Change and Knowledge Management ensuring they are practical measurable and adopted.
• Automation & selfservice: Implement automation rules and selfservice capabilities to reduce manual effort improve resolution times and enhance the colleague experience.
• Reporting metrics & insights: Develop and maintain dashboards KPIs and reports that provide clear operational insight into service performance trends bottlenecks and improvement opportunities.
• Tool integration & ecosystem: Manage and optimise integrations across the Atlassian ecosystem (e.g. Jira Software Confluence OpsGenie Status Page where applicable) and thirdparty platforms to enable endtoend visibility and flow.
• Governance & standards: Establish and maintain ITSM configuration standards naming conventions documentation and change controls to ensure platform stability and scalability.
• Stakeholder collaboration: Partner with IT teams and business stakeholders to translate service requirements into effective tooling and process solutions. Partner with the wider IT Operations team to effectively manage the broader Atlassian platform.
• Change testing & release management: Safely manage changes to the ITSM platform including testing release planning communications and postimplementation review. Understanding of DevOps in Atlassian suite highly desirable.
• Knowledge & documentation: Maintain highquality documentation within Confluence including process definitions configuration guides and user knowledge articles.
• Continual service improvement: Identify opportunities for improvement through data feedback and operational insight and drive initiatives to enhance service quality and efficiency.

Qualifications :

We recruit talented dynamic people with diverse backgrounds and experiences all united by a belief in our mission to provide the worlds leading and most trusted price reporting events and intelligence service for the markets we serve. Were proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace where everyone feels able to participate and contribute meaningfully.

If you are open-minded curious resilient solutions-oriented and committed to promoting equality then read on.

KNOWLEDGE EXPERIENCE AND SKILLS

We are looking for an individual who is highly motivated driven and have a passion to be part of a fast-paced successful team. Being a strong team player is also important as well as someone who is happy to work flexibly.

• Proven experience administering and configuring Jira Service Management in an enterprise environment.
• Strong understanding of ITIL principles and practical experience implementing Incident Request Problem Change and Knowledge Management processes.
• Experience designing workflows SLAs request forms queues automation rules and portals within Jira Service Management.
• Confident producing dashboards KPIs and reports to support operational decisionmaking and continual improvement.
• Experience working with the wider Atlassian ecosystem (e.g. Jira Software Confluence OpsGenie/Status Page).
• Strong analytical skills with the ability to translate operational data into actionable insight.
• Excellent stakeholder engagement skills able to balance technical configuration with business needs.
• Comfortable building and maintaining backlogs for prioritisation (in JIRA).
• Experience documenting processes standards and guidance clearly for both technical and nontechnical audiences.
• Familiarity with DevOps process for Atlassian Suite highly desirable.
• High attention to detail with a structured governanceled approach to change and configuration management.
• Comfortable working in a fastpaced evolving environment with competing priorities.

KEY INTERFACES

• IT Service Team
• Infrastructure and Digital Workspace teams
• Information Security
• Technology Stakeholders & Atlassian Users
• Business stakeholders and service owners
• Thirdparty vendors and partners
• Head of IT Operations

If youre excited about the role but your experience skills or qualifications dont perfectly align we encourage you to apply anyway.

Additional Information :

Our Values

Fastmarkets people come from all different walks of life. Its this mix of brilliant personalities experiences and insights that gives us that warm open and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are there are six things we all have in common and they form our Fastmarkets values.

Created by our own employees to reflect some of the personal traits that Fastmarkets people have our values are key to what makes our culture unique. They reflect who each of us are and theyre embedded in everything we do. Our values are:

• METRICS DRIVEN. We use insights to improve our customers experience and our business performance
• ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done
• GROWTH MINDSET. This value enables us to be nimble to the changing realities and operate with a sense of urgency
• INCLUSIVE. We are inclusive and respectful celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.
• CUSTOMER CENTRIC. We are customer-centric in all that we do
• COLLABORATIVE. We are collaborative able to work across teams and capitalise on the diversity of intellect perspectives and experiences.

We are committed to ensuring all candidates feel welcomed and supported. Should your application advance and you require accommodations for the interview process please inform us so we can make the necessary arrangements.

Youve read a little about us now its over to you!

If you like what youve read so far and think you can see yourself as a Fastmarkets person its time to fill in your application form. This form is an important part of the selection process: its used to determine whether or not youll be chosen to have an interview and acts as a basis for the questions well ask you on the day.

Its vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why youre great.

Remote Work :

No

Employment Type :

Full-time