Product Owner Atlassian ITSM

About the Role

We are looking for an experienced and driven Product Owner for Jira ITSM to lead the

development and continuous improvement of our Atlassian-based IT Service Management

environment. You will be the bridge between business stakeholders and technical teams,

ensuring that our Jira ITSM platform supports organisational goals, enables efficient service

delivery, and evolves with user needs.

Key Responsibilities

Own and manage the Jira ITSM product backlog based on business priorities and stakeholder input.

Translate business requirements into clear user stories, use cases, and acceptance criteria.

Act as the primary point of contact for all Jira ITSM-related initiatives and projects.

Collaborate with cross-functional teams, including IT operations, support, developers, and business units, to define and deliver value-added solutions.

Continuously assess and optimise Jira workflows, automation, SLAs, and service request processes.

Ensure platform scalability, performance, and user adoption by aligning the ITSM roadmap with business objectives.

Conduct stakeholder workshops and user feedback sessions to identify areas for improvement.

Please stay updated with Atlassian product updates, ITIL best practices, and emerging ITSM trends.

Manage vendor relationships and evaluate third-party Jira plugins or integrations as needed.

Please ensure compliance with security, governance, and data protection policies related to Jira usage.

Requirements

Proven experience as a Product Owner or similar role in the Atlassian / Jira environment, especially with Jira Service Management (ITSM).

Strong understanding of ITIL processes and best practices.

Hands-on experience configuring Jira Service Management, including request types, queues, SLAs, automation rules, and workflows.

Excellent communication and stakeholder management skills.

Ability to translate complex business needs into technical solutions.

Familiarity with Confluence, Jira Software, and relevant Atlassian Marketplace apps.

Experience with Agile / Scrum methodologies and tools.

Strong analytical and problem-solving abilities.

Fluency in English (written and spoken).

Fluency in German

Nice to Have

ITIL v3 or v4 certification.

Experience working in international and multi-vendor environments.

Project management exposure or certification (e.g., PRINCE2, PMP).

What We Offer

A dynamic and supportive work environment with real impact.

International collaboration and exposure across teams and stakeholders.

Opportunities for professional growth and development.

Competitive salary and benefits package.

Flexibility and a people-first culture.

Join Us!

If you are passionate about service quality, process excellence, and stakeholder collaboration —

And you’re ready to lead the way in IT support management — we’d love to meet you!