Description

I help organizations design and improve service operations, governance, and collaboration using Atlassian tools and ITSM best practices.

My background combines hands-on Atlassian architecture with strong experience in IT service management, SIAM, process ownership, reporting, and continuous improvement. I work with Jira, Jira Service Management, Confluence, dashboards, automations, workflows, permissions, SLA setup, and service governance to make tools support real business and operational needs.

I can support clients with both strategic design and practical delivery — from Jira and JSM implementation, cleanup, and optimization to service management process setup, reporting, and cross-team collaboration improvements.

What I bring to clients:

⭐ Jira governance design — workflows, issue types, permissions, schemes, field structure, and project standards

⭐ Jira Service Management setup — portals, request types, queues, SLAs, approvals, automations, and service workflows

⭐ Practical experience with small and large sites

⭐ Confluence structure and knowledge base design for support teams and business users

⭐ Dashboarding and reporting for operational KPIs, SLA visibility, service performance, and management reporting

⭐ ITSM / SIAM process design and improvement — incident, request, problem, change, and service operations governance

⭐ Atlassian tool optimization aligned with real delivery processes, not just technical configuration

⭐ Integration support across the Atlassian ecosystem and related enterprise tools

⭐ Automation of repetitive operational tasks to reduce manual effort and improve consistency

⭐ Stakeholder communication, requirements gathering, documentation, handover, and team training

⭐ServiceNow capability also on user level

I am especially valuable in environments where service management, governance, supplier coordination, platform design, and operational transparency need to work together.

Looking forward for our cooperation!

Languages

Czech
Native or bilingual
English
Fluent
Slovak
Fluent

Workplace preferences

Remote only

Primarily works remotely

CI Group EMEA
Atlassian Architect
January 2024 - Today (2 years and 7 months)
Prague, Czechia
• • Designed and governed Jira and JSM standards covering workflows, issue types, permissions, screens, and project configuration across enterprise use cases.
• • Integrated Jira with Confluence, Bitbucket, Slack, CI/CD pipelines, and related tooling to improve traceability, collaboration, and delivery visibility.
• • Configured JSM processes for incident, problem, change, and request management, including SLAs, automations, approvals, and self-service knowledge flows.
• • Designed monitoring and Opsgenie alert-management processes, including escalation paths and automated event-to-ticket workflows in Jira Service Management.
• • Built executive dashboards and operational reporting, trained support teams on best practices, and delivered Jira Product Discovery implementation for WTA.
Pluxee (formerly Sodexo Benefits and Rewards Services)
Processes & Tools Manager / SIAM & ITSM Lead
September 2018 - Today (7 years and 11 months)
Prague, Czechia
• • Lead SIAM and ITSM process design, governance, and continuous improvement to support service quality, operational continuity, and cross-supplier collaboration.
• • Own and evolve the Atlassian service management ecosystem with a focus on Jira, Jira Service Management, and Confluence as core platforms for operations and knowledge management.
• • Defined monitoring, alert-routing, and Opsgenie processes for Run & Ops teams, connecting operational events with JSM workflows, ownership, and SLA handling.
• • Established KPI / SLA dashboards and automated reporting to create a single source of truth for operational performance, service trends, and governance reviews.
• • Coordinate suppliers, stakeholders, and Agile / Run & Ops teams to align service operations, process execution, and tooling capabilities across the organization.
• • Provide people leadership, prioritization, and coaching; previous internal responsibilities included Service Owner Team Leader, E2E Service Owner, and SIAM process leadership.
IT Service Management Atlassian Confluence Atlassian JIRA
O2 IT Services
Scrum Master
October 2014 - April 2018 (3 years and 6 months)
Prague, Czechia
• • Coached Scrum teams in Agile delivery using PRINCE2 Agile, Scrum, and Kanban principles.
• • Facilitated ceremonies, removed impediments, and improved delivery predictability across teams and stakeholders.
• • Tracked risks, issues, deliverables, and project financials while preparing status reporting for leadership.