AIR (Advanced Inhalation Rituals)
Website:
air.global
Job details:
Purpose of the role:
This hybrid role combines IT Service Management and low-code solution delivery. Having a balance but focuses on ITSM governance, reporting, Jira Service Management administration, service quality, change enablement, problem management and user administration. The remaining balance focuses on discovering, designing, building, testing, releasing, and supporting business solutions using Microsoft Power Apps and Power Automate. The role works with business stakeholders, IT teams, ERP teams, vendors, and governance forums to improve service performance, strengthen operational control, and deliver practical automation that reduces manual effort and improves user experience.
Responsibilities:
IT Service Management :
- Maintain weekly KPI and reporting, power BI dashboards, trend analysis, and monthly management packs.
- Prepare IT and ERP SteerCo inputs, consolidate data, track decisions and actions, and follow up with accountable owners.
- Administer change enablement activities, including CAB preparation, change-request queue hygiene, backlog aging, and governance reporting across both CR groups.
- Support Incident, Service Request, Change, and Problem Management through problem records, RCA scheduling, corrective-action tracking, and major-incident timelines.
- Configure and continuously improve Jira Service Management request types, workflows, automation rules, JQL filters, queues, dashboards, and service catalogue content.
- Perform ticket quality sampling against agreed quality gates and prepare reliable evidence for audit, governance, and compliance reviews.
- Administer access, user provisioning and deprovisioning, and license true-ups in line with approved controls and segregation-of-duties requirements.
- Manage the Confluence knowledge-based lifecycle, including article reviews, space governance, content quality, and agent enablement.
Power Plattform Delivery :
- Lead discovery sessions, capture requirements, assess automation opportunities, and translate business needs into clear solution designs and delivery priorities.
- Build secure and maintainable canvas apps, model-driven apps, and Power Automate flows in line with agreed architecture, data, and governance standards.
- Prepare test plans, coordinate user acceptance testing, resolve defects, document approvals, and release solutions into production through controlled change processes.
- Provide L2/L3 support for live solutions, including incident resolution, defect correction, minor enhancements, documentation, and handover to support teams.
- Maintain solution documentation, reusable components, release records, and support materials to enable sustainable ownership and adoption.
Shared accountability:
- Manage priorities transparently across the portfolio, communicate risks and dependencies early, and deliver agreed outcomes to time and quality expectations.
- Use service data and user feedback to identify improvement opportunities, measure benefits, and support continuous improvement.
Skills, Experience & Qualification:
- Bachelor’s degree in Information Technology, Computer Science, Business Systems, or a related discipline, or equivalent relevant experience.
- ITIL 4 Foundation certification is required or should be achieved within an agreed period after appointment.
- Microsoft Power Platform certification, is preferred.
- Jira Service Management or Atlassian administration certification is preferred.
- 5–8 years of relevant experience across IT Service Management, service operations, business systems, or workflow automation.
- At least 3 years of hands-on experience administering Jira Service Management, including workflows, request types, automation, queues, dashboards, JQL, permissions, and reporting.
- Demonstrated experience supporting Incident, Problem, Change, Service Request, Knowledge, service reporting, and continual improvement practices.
- Practical delivery experience with Power Apps and Power Automate, covering requirements, design, build, testing, UAT, release, maintenance, and production support.
- Experience producing management reporting, supporting governance forums, maintaining audit evidence, and coordinating actions across technical and business teams.
- Experience working in a global or multi-country environment is preferred.
Technical Skills:
- Strong working knowledge of ITIL practices and service-management controls.
- Advanced Jira Service Management administration and good working knowledge of Confluence and Power BI.
- Hands-on capability in Power Apps canvas and model-driven applications, Power Automate cloud flows, connectors, solution packaging, environment management, and production support.
- Ability to analyze service data, create clear dashboards and management packs, and turn trends into practical improvement actions.
- Understanding of access controls, license administration, segregation of duties, audit evidence, data protection, and controlled releases.
Core Competencies:
- Clear and confident communication with technical, business, vendor, and senior stakeholders.
- Strong ownership, prioritization, and follow-through across operational and project work.
- Structured problem solving, attention to detail, and evidence-based decision making.
- Ability to translate business requirements into practical, supportable service or automation solutions.
- Customer focus, continuous-improvement mindset, and ability to challenge inefficient ways of working constructively.
- Ability to work independently while collaborating effectively across global teams.
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