Fastmarkets
commodities
ITSMSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“ITSM Specialist at Fastmarkets. Skills: ITSM platform administration, Jira Service Management, ITIL principles, process design and optimization, automation, reporting and metrics, stakeholder collaboration. administration, optimisation and continual improvement of Fastmarkets’ IT Service Management platform. act as the subject‑matter expert for ITSM tooling”
What You'll Achieve.
ensure they support Fastmarkets' requirements; are operationally efficient; deliver a consistent, high‑quality service experience for colleagues globally; scale with the organisation; support stable service delivery & continuous improvement; reduce manual effort; improve resolution times; enhance the colleague experience; provide clear operational insight into service performance, trends, bottlenecks and improvement opportunities; enable end‑to‑end visibility and flow; ensure platform stability and scalability; enhance service quality and efficiency
Industry & Context.
analytical skills with the ability to translate operational data into actionable insight.; solutions-oriented
What They're Looking For.
Must Have
Proven experience administering and configuring Jira Service Management in an enterprise environment., understanding of ITIL principles and practical experience implementing Incident, Request, Problem, Change and Knowledge Management processes., Experience designing workflows, SLAs, request forms, queues, automation rules and portals within Jira Service Management., Confident producing dashboards, KPIs and reports to support operational decision‑making and continual improvement., Experience working with the wider Atlassian ecosystem (e.g. Jira Software, Confluence, OpsGenie/Status Page)., analytical skills with the ability to translate operational data into actionable insight., Excellent stakeholder engagement skills, able to balance technical configuration with business needs., Comfortable building and maintaining backlogs for prioritisation (in JIRA)., Experience documenting processes, standards and guidance clearly for both technical and non‑technical audiences., High attention to detail with a structured, governance‑led approach to change and configuration management., Comfortable working in a fast‑paced, evolving environment with competing priorities.
Nice to Have
Familiarity with DevOps process for Atlassian Suite, highly desirable., Understanding of DevOps in Atlassian suite highly desirable.
What You'll Do.
optimisation and continual improvement of Fastmarkets’ IT Service Management platform
act as the subject‑matter expert for ITSM tooling
ensure ITSM tooling support Fastmarkets' requirements (aligned to ITIL v4)
ensure ITSM tooling are operationally efficient and deliver a consistent
high‑quality service experience
configure and evolve workflows
reporting and self‑service capabilities
and ongoing management of JIRA Service Management backlog
translation of process improvement and feature requests from stakeholders into well‑defined backlog
maintaining prioritisation aligned to operational risk
continuously refine the backlog
and ensure work is sequenced effectively
day‑to‑day administration and configuration of Jira Service Management platform
including request types
permissions and portals
document and continuously improve processes including Incident
Change and Knowledge Management
Implement automation rules and self‑service capabilities
Develop and maintain dashboards
Manage and optimise integrations across the Atlassian ecosystem and third‑party platforms
Establish and maintain ITSM configuration standards
documentation and change controls
Partner with IT teams and business stakeholders to translate service requirements into effective tooling and process solutions
Safely manage changes to the ITSM platform
communications and post‑implementation review
Maintain high‑quality documentation within Confluence
including process definitions
and user knowledge articles
Identify opportunities for improvement through data
feedback and operational insight
and drive initiatives to enhance service quality and efficiency
How You'll Work.
Team & Collaboration
work closely with wider colleagues in IT Operations - Service Desk, Infrastructure, Digital Workspace, Security and business stakeholders; partner with the wider IT Operations team; works closely with IT Operations and service stakeholders; Partner with IT teams and business stakeholders; Partner with the wider IT Operations team; collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences
Communication Scope
Excellent stakeholder engagement skills
Process & Methodology
resource planning, backlog management, prioritisation, release planning
Full Job Description
Fastmarkets is an industry-leading price-reporting agency (PRA) and information provider for global commodities, providing price data, news, analytics and events for the agriculture, forest products, metals and mining and new-generation energy markets. Fastmarkets' data is critical for customers seeking to understand and predict dynamic, sometimes opaque markets, enabling trading and risk management. Fastmarkets is a global business with a history dating back to 1865 and is built on trust and deep market knowledge. It has more than 700 employees spread across global locations in the UK, US, China, India, Singapore, Brazil, Belgium, Bulgaria, Finland and beyond. The Role As an ITSM Specialist (Atlassian), you will be responsible for the administration, optimisation and continual improvement of Fastmarkets’ IT Service Management platform, with a primary focus on Atlassian Jira Service Management and its integrations across the wider Atlassian toolset. Reporting to the Head of IT Operations, you will act as the subject‑matter expert for ITSM tooling, ensuring they support Fastmarkets' requirements (aligned to ITIL v4), are operationally efficient and deliver a consistent, high‑quality service experience for colleagues globally. You will work closely with wider colleagues in IT Operations - Service Desk, Infrastructure, Digital Workspace, Security and business stakeholders to design, configure and evolve workflows, SLAs, automation, reporting and self‑service capabilities that scale with the organisation. The ITSM Specialist is responsible for the creation, ownership, and ongoing management of JIRA Service Management backlog across Fastmarkets. This requires the translation of process improvement and feature requests from stakeholders into well‑defined backlog items; ensuring clear problem statements, acceptance criteria, and dependencies; and maintaining prioritisation aligned to operational risk, business value, and service outcomes. The role works closely with IT Ope
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