Overview

In this role, you will be the first point of contact for incident, problem, change, and request management and use JIRA Software, JIRA Service Management (JSM) and Confluence to manage the requests. You will ensure seamless operations across customers, partners, suppliers, and employees. You will oversee system configuration, environment management, release management, and compliance monitoring, while enabling Digital Twin, BIM, IoT, and workplace engagement technologies. You will also manage and administer other corporate systems such as JIRA, Confluence, ServiceNow, Salesforce and Microsoft 365.Growth and Development

We don\''t just offer a job, we offer a career path. As part of your role, you will:Gain hands-on experience with emerging technologies in smart buildings, Digital Twin, BIM, and IoT.Work with industry leaders in facility management, IT, and real estate digital transformation.Have opportunities for professional certifications in ITIL v4, Planon IWMS, cybersecurity, and automation.Be part of a team that values creativity, problem-solving, and continuous improvement.Future Objectives and Responsibilities

Act as the first point of contact for incident, problem, change, and request management related to the Planon IWMS. Log all tickets on JIRA Software and JIRA Service Management (JSM).Perform initial triage, troubleshooting, and escalation for system-related issues.Ensure timely resolution of service requests following ITIL v4 best practices.Configure, maintain, and optimise the Planon IWMS and other key platforms to support business needs.Manage environment and system upgrades/releases, ensuring smooth implementation of system upgrades/patches and sprint releases.Implement and test new functionalities, patches, and updates while maintaining system stability.Design and maintain RBAC to ensure secure, compliant, and user-specific access for employees, partners, suppliers, and customers. Provision user access, create, manage and maintain user authorisation. Monitor and enforce security policies aligned with identity management best practices.Compliance, Auditing and Reporting

Create system audit and compliance dashboards to track user activity, data access, and security events.Ensure the system meets regulatory and organisational compliance standards.Provide insights into space utilisation, asset performance, and workplace experience through advanced reporting.Smart Workplace and Digital Transformation

Enable integrations with Digital Twin, 3D BIM and 2D CAD Drawings, IoT (Internet of Things), Workplace Engagement Apps and other smart buildings technologies to enhance user experience.Collaborate with workplace experience teams to develop mobile and web-based engagement platforms.Support automation and predictive analytics to drive workplace efficiency and optimisation.Disability and Diversity

Disability Confident: A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government\''s office estate. We are transforming the way the Civil Service works and are committed to Diversity, Equality and Inclusion in our hiring practices.

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