ITSM Consultant (m/f/d)

BIRKENSTOCK is a global brand which embraces all consumers regardless of geography, gender, age and income. The company is deeply footed on a family tradition of shoemaking that can be traced back to 1774. With around 7100 employees worldwide, BIRKENSTOCK is the largest employer in the German footwear industry. To ensure our quality standards, we produce over 95% of our products in Germany and source more than 90% of our materials and components from Europe. The BIRKENSTOCK Group is headquartered in Linz am Rhein and maintains several locations in Germany, as well as sales offices in Europe, North America, the Middle East and Asia.

YOUR SHOES TO FILL:

- You will join our IT Service Management team as a key expert for the Atlassian platform and AI-enabled service management. In this role, you will help shape how we evolve Jira, Jira Service Management , Confluence and our externally operated IT Helpdesk to create smarter, scalable services across our international organization .
- You take an active role in steering and improving our IT Helpdesk setup, creating smarter ways of working for end users, the Service Desk, 2nd level teams and IT management.
- You drive AI-enabled service management: from identifying relevant use cases to shaping governance, implementation approaches, rollout concepts and adoption for different user groups across a large IT organization.
- You configure , maintain and continuously improve Jira, JSM and Confluence — from workflows, portals and service processes to automation, reporting and scalable operating models , always keeping stability and long-term maintainability in mind .
- You act as a consultant for IT and business stakeholders: You challenge existing ways of working, translate requirements into practical Atlassian solutions and help establish a modern, AI-enabled IT service experience.

YOUR WALK OF LIFE:

- You have hands-on experience in administering, customizing and continuously improving Jira, Jira Service Management and Confluence.
- You understand ITSM and Service Desk processes and enjoy turning requirements into practical, scalable Atlassian solutions.
- You quickly understand complex topics and turn them into clear, simple and user-friendly solutions — knowing that an easy user experience often requires smart technology behind the scenes.
- You have a strong interest in AI, automation and smarter ways of working in modern IT service organizations — ideally with experience in introducing AI solutions responsibly, including governance, stakeholder alignment, scalable implementation and adoption across multiple user groups.
- You communicate confidently with IT, business stakeholders and external service providers, including in workshops and consulting situations.
- You are fluent in written and spoken English and have good spoken German skills.

WE OFFER:

BIRKENSTOCK offers you all the advantages of a successful, fast growing, global company: dynamic work environment, considerable design freedom, authentic and open corporate culture and excellent development opportunities. Sounds exciting? It is. We are looking forward to receiving your online application, stating your salary expectations!

If you have any further questions, please contact Margarita Staub.