IT Service Management Administrator

Description

We are looking for an IT Service Management Analyst someone to join a newly formed team responsible for IT Service Management processes, IT asset management and procurement, Atlassian administration (Jira and Confluence), and reporting. These functions are essential to help IT Operations team , and until now some have only been handled as a side task by existing staff — which isn't sustainable as we grow.

You will support our IT principles
-Cost-Effective & Cost-Cautious
-High Tech, Low Touch
-No Single Points of Failure
-User-Centric and Org-Enabler

We are actively integrating AI automation into relevant areas of the business and expect candidates with mindset focused on improving efficiency and deliver a better user experience.

Work format is hybrid

Key responsibilities

Management of ITSM processes

• Ensure policies and processes are kept relevant and up-to-date
• Organise review meetings for each implemented ITSM process
• Organise Problem Management meetings
• Train colleagues on the ITSM processes

IT Asset Management and Procurement

• Move/add/change employee-assigned equipment, maintenance of CMDB
• Purchasing (equipment, licences, etc.)
• Licence management - purchase when required, review of existing and used licences, removal of unused licences

Atlassian Administration

• Administration of Atlassian products (Jira, Confluence)
• Mainly, configuration of Jira projects and automations

Reporting

• Collect and maintain agreed SLAs, both internal and with clients
• Review and improve KPIs
• Produce internal and external reports

Requirements

Junior-level:

• 1+ years’ experience supporting ITIL processes.
• Any experience of IT software administration – including the creation and customisation of fields, forms and dashboards.
• Any experience with Jira Service Management highly beneficial.
• 2+ years’ experience writing and presenting professional reports.
• 2+ years’ experience managing meetings – creating recurring invitations, setting agendas, chairing calls, writing and distributing minutes.
• Able to work towards objectives autonomously.
• Attention to detail.
• Excellent written and verbal communication skills, including a very good command of the English language.
• Able to work with tight deadlines and across different time zones. 

Beneficial:

• Asset Management experience.
• Processes automation experience 
• Any experience with purchasing and procurement and in particular with managing IT licences.
• ITIL v3 or v4 Foundation certification.
• Experience with Azure and/or AWS cost management, understanding what drives costs and how to contain them.

Benefits

Creativity every day: Make inspiring products for musicians, artists and creators – no day is the same.

Impactful work Influence the future of the music industry and change the lives of millions worldwide.

Work set up: We’ll make sure you’re set up for success with the right work equipment, whether that’s company-provided hardware or an equipment allowance.

Growth and development: Receive specialized training, language lessons, conferences and learning materials.

Team well-being: Support for your mental health and wellbeing, including confidential help during life’s tougher moments.