Mirrai Careers

Product Manager Middle [Internal IT Support]

Plata Card

Worldwide Posted today
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We are looking for a Product Manager to join our Internal IT Support team and shape how internal IT services develop across Plata.   Internal IT Support brings together several teams responsible for different parts of the employee experience - from devices, access, and software to Service Desk and technical support. The key challenge of this role is to bring these areas together around one product strategy, clear priorities, and a shared roadmap.   You will focus on making everyday IT experience simpler for employees and more efficient for the business. This means going beyond improving individual support processes: identifying the root causes of recurring issues, finding opportunities for automation, reducing manual work and support demand, and measuring the impact of these changes.   Challenges that await you: * Define the product strategy, priorities, and roadmap for Internal IT Support * Lead product discovery to understand employee and business needs and identify the most important problems to solve * Build and prioritize the product backlog based on data, user needs, business value, cost, and risk * Improve end-to-end employee journeys across internal IT services, from onboarding and daily use to offboarding * Drive automation and process improvements to reduce manual work, recurring issues, and avoidable support requests * Define product metrics and measure how improvements affect employee experience, support quality, efficiency, and cost * Coordinate product initiatives across Internal IT Support, Service Desk, ITS Engineering, and Global Assets * Work closely with Security, Compliance, HR, Finance, Procurement, and other teams to deliver improvements across the full employee journey What makes you a great fit: * 3+ years of experience in Product Management * Experience owning internal products, digital platforms, or complex workflow-based products * Hands-on experience with product discovery, problem identification, prioritization, and roadmap management * Ability to identify the real user or business problem behind a request and evaluate different solutions * Strong analytical skills and ability to use data and product metrics to make decisions and measure results * Ability to think across end-to-end user journeys rather than individual processes * Experience working with multiple teams and stakeholders and aligning different priorities * B2 or higher English level for effective communication with an international team Your bonus skills: * Experience with Digital Workplace, Employee Experience, or EUC products * Knowledge of ITSM practices such as Incident, Request, Change, Problem, or Knowledge Management * Experience with Jira Service Management or ServiceNow * Experience with service analytics, UX research, or service design * Experience working with employee lifecycle processes, including access, equipment, software, or licenses Our ways of working: * Innovative Spirit: A commitment to creativity and groundbreaking solutions * Honest Feedback: valuing open, transparent communication * Supportive Team: a strong, collaborative community * Celebrating Achievements: recognizing our wins together * High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances Our benefits: * Relocation support to one of our hubs — Cyprus or Serbia — with assistance for the employee and their family * Flexible work from one of our offices or remote * Healthcare Coverage * Education Budget: Language lessons, professional training and certifications * Wellness Budget: Mental health and fitness activity reimbursements * Vacation policy: 20 days of annual leave and paid sick leave

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