Senior Atlassian ITSM Specialist - EU Institution in Malta (90% remote anywhere in the EU)

Joining KEYES means giving purpose to your talent.

Are you looking for an environment where technology is not an end in itself, but a lever to build a sustainable future? At KEYES, we are not just looking for technical expertise; we are looking for people who share our values.

Do you want to continue your career and grow within one of Belgium’s leading IT companies?

Join KEYES as a Senior Atlassian ITSM Specialist!

KEYES is a dynamic global organization that takes pride in being the trusted partner of EU Institutions. With strong commitment to excellence and a 30-years track record of delivering high-quality solutions, we are dedicated to supporting the growth and success of our clients. Our Mission is to help our clients keep up with the challenges of digital transformation by providing the right talent at the right time for the right job. To this end, we are constantly looking for talented professionals who are interested in working on challenging international projects and able to deliver high-quality results within multicultural environments. Our services include (but are not limited to) Modernization of Solutions, Digital Workspaces, Infrastructure & Cloud Solutions, Cybersecurity Solutions, Business Software Solutions, Mainframe Solutions, Data & AI Solutions, Advisory Solutions, and Staffing Solutions. Our Headquarters are in Brussels and we have active accounts and offices across Europe (i.e. Luxembourg, Athens, Brussels, etc.)

More information: www.keyes.eu

THE BACKGROUND

For our customer - an EU Institution based in Malta - we are looking for a Senior Atlassian ITSM Specialist to join our team in the area of international protection - supporting Member States in applying the package of EU laws that governs asylum, international protection, and reception conditions.

For this position you must work 10% on-site while the remaining 90% can be anywhere within the EU. This might be adjustable with the client after you start.

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Are you the perfect match?

• University degree (BSc/MSc).

• Minimum 5 years of experience in IT

• Designing ITIL-aligned JSM workflows based on stakeholder feedback, including change enablement approvals and controls.

• Building service catalogue: portal structure, request types, forms/fields, queues, SLAs, operational reporting.

• Standardizing Jira Agile/Scrum project templates: issue types, workflows, fields/screens, permissions, governance conventions.

• Establishing Confluence knowledge architecture: spaces, templates, permissions, and JSM knowledge base integration.

• Managing change control, and stakeholder communications; delivering documentation, and handover package.

• Gathering requirements via stakeholder workshops; documenting user journeys, process maps, and acceptance criteria; maintaining requirements traceability.

• Running kickoff meetings; confirming scope, success criteria, and RACI; publishing SoW annex and delivery plans.

• Assessing current Atlassian Cloud configuration; producing baseline, gaps, and remediation backlog.

• Implementing automation rules to reduce manual triage, routing, notifications, and SLA escalations.
  
  Advantageous:

• Relevant Atlassian cloud certification;

• Certification for ITIL or other similar framework;