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About the Role

As a Senior Platform Operations Specialist, you will support Platform Operations in the operation and continuous development of operational and organizational processes for our SaaS and platform offerings. You will bring hands-on experience in ITSM, particularly with service management tools like JIRA or ServiceNow, and contribute to ensuring stability, reliability, and timely execution in daily operations. This role reports directly to the Manager, Platform Operations & Support.

Responsibilities

Support ongoing operations, including the MEDI:CUS and Deutschlandplattform platforms, including support functions and optimization of operational processes.
Ensure scalability of platform operations through standardization, automation, and development of reusable operational and support concepts.
Establish and further develop support processes, documentation, and service standards.
Structure and further develop the operational and support organization across both platforms, including roles, responsibilities, and interfaces.
Coordinate service providers, operational partners, and internal operational staff.
Monitor, analyze errors, and continuously improve ongoing operations.
Drive automation and the use of leading AI tools for continuous improvement and modernization of platform operations.
Mid-term assumption of tasks in incident management, including participation in a 24x7 on-call rotation.

Requirements

Above-average degree in a technical or scientific field.
Ideally several years of experience in the operational management of digital platforms or SaaS solutions.
Sound knowledge of IT service processes, ticketing systems, and technical operating models, including an ITIL 4 Foundation certification.
Experience in creating dashboards and managing ticketing tools for service requests, incident, and change management (e.g., JIRA Service Management or ServiceNow).
Demonstrable experience in vendor or service provider management, including steering external partners and tracking agreed services and deadlines.
High degree of personal responsibility for the timely and reliable execution of assigned tasks.
Knowledge of ISO 27001 or IT-Grundschutz and experience in supporting audits.
Excellent technical understanding, process strength, and strong service orientation, as well as a pragmatic, solution-oriented approach.
Very good written and spoken German and English skills.

Skills

ITSM
JIRA
ServiceNow
ITIL 4 Foundation
JIRA Service Management
ISO 27001
IT-Grundschutz
AI tools

Location

Berlin

Work Type

Full-time

Experience Level

Senior

Education Level

University degree in a technical or scientific field

Benefits

Modern office environment with campus atmosphere in Berlin
Regular team activities
Above-average salary
Financial support for company pension plan

About the Company

GovTech Deutschland is a joint initiative of the federal government, federal states, and the tech scene, founded in 2022.
We make digital innovations and technologies accessible, scalable, and applicable for government and administration.
We are building a cross-organizational development, testing, and scaling environment for digital solutions and other technologies for federal, state, and local governments, as well as sectors like healthcare and national security.
Our innovation ecosystem includes over 150 renowned organizations and institutions from business, administration, research, and civil society as supporting members.
We develop and implement concrete, scalable innovation and technology projects between the tech scene and the public sector, pilot their application, develop reusability models, build a leading GovTech ecosystem, and make government and administration technologically capable.
The demand for technological support in public administration is high and growing.
We leverage our expertise and our GovTech ecosystem to address public sector challenges with cutting-edge tech solutions.
We analyze problems, validate potential solution technologies, and realize solutions reusable by other users in collaboration with our ecosystem.
The GovTech Campus is located in Berlin.