JIRA Specialist

About 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 subject‑matter expert for ITSM tooling, ensuring they support Fastmarkets' requirements (aligned to ITIL v4), are operationally efficient and deliver a consistent, high‑quality 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 self‑service 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 well‑defined 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 day‑to‑day 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 & self‑service: Implement automation rules and self‑service 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 third‑party platforms to enable end‑to‑end 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 post‑implementation review. Understanding of DevOps in Atlassian suite highly desirable. Knowledge & documentation: Maintain high‑quality 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. We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world's leading and most trusted price reporting, events, and intelligence service for the markets we serve. We're 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 decision‑making and continual improvement. Experience working with the wider Atlassian ecosystem (e.g. Jira Software, Confluence, OpsG

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