Senior Platform Operations Specialist

About the role

You will manage and refine the operational processes for our SaaS and platform offerings, specifically the Deutschlandplattform and MEDI:CUS systems. This position focuses on maintaining high service standards, improving organizational workflows, and ensuring our digital infrastructure remains scalable and reliable.

Key facts

What you'll do

• Oversee daily operations for the Deutschlandplattform and MEDI:CUS platforms, including support functions.
• Standardize and automate operational workflows to ensure platform scalability.
• Define and implement service standards, documentation, and support processes.
• Manage the structure of the operations and support organization, including defining roles and internal interfaces.
• Coordinate external vendors, service partners, and internal staff.
• Conduct performance monitoring, error analysis, and ongoing process optimization.
• Integrate AI tools to modernize and automate platform operations.
• Participate in an eventual 24/7 on-call rotation for incident management.

Requirements

• University degree in a technical or scientific discipline.
• Several years of professional experience in SaaS or digital platform operations.
• ITIL 4 Foundation certification.
• Proficiency in ticketing and service management tools such as JIRA Service Management or ServiceNow.
• Experience in vendor management and steering external service providers.
• Familiarity with ISO 27001 or IT-Grundschutz standards and audit support.
• Professional fluency in both German and English.

Nice to have

• Experience in incident, change, and service request management.

Skills & tools

• JIRA Service Management
• ServiceNow
• ITIL 4
• ISO 27001
• IT-Grundschutz

Practical notes

To apply, submit your CV, relevant references, degree certificates, and a cover letter detailing your motivation. For inquiries, contact Ben Thies, Chief of Staff to the Executive Board, at ben.thies@gov.tech.