Product owner

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: TYPE OF WORK

Full Time

: SALARY

1600

: HOURS PER WEEK

40

: DATE UPDATED

Jun 23, 2026

JOB OVERVIEW

Product owner / Backlog Administration & Service Desk Specialist (Jira / Jira Service Management)

We are a Dutch SaaS company building an AI-native platform on which organizations run their customer-facing and operational processes — CRM, customer journeys, and workflow management. Our enterprise customers operate in energy, telecom, and field operations, with new verticals coming.

We are looking for a sharp, detail-obsessed specialist to run our service desk and product backlog administration. This is not a ticket-pushing job: customers bring us complex, often vague problems, and you are the one who untangles them, translates them into clear tickets, and thinks along with the customer about the right solution.

You are the first responder on our customer service desks and the guardian of our Jira backlog. You make sure every customer request is acknowledged fast, turned into a well-written ticket, refined until the dev team can pick it up without questions, and kept in sync until it ships. You work alongside modern AI-assisted tooling — we automate the repetitive parts step by step, and you run the process, handle the judgment calls, and keep quality at 100%.

Responsibilities

Service desk first response — acknowledge incoming customer requests within 15 minutes during working hours, across multiple customer service desks (Jira Service Management)
Ticket intake — convert each service desk request into exactly one well-structured Jira ticket (user story, acceptance criteria, correct type/labels/links/epic)
Refinement— drive tickets to Definition of Ready: clarify with stakeholders, attach context, route complex items through the refinement flow, escalate what you cannot resolve
-Complex problem analysis— dig into vague or multi-layered customer problems, ask the right questions, find the root cause, and translate it into clear, actionable tickets — you think along with the customer instead of just logging what they say
Status synchronisation — keep service desk and Jira statuses in sync through the full lifecycle, so customers always see the true state
Delivery & release validation— closely involved in feature delivery: manually test and validate new features and configurations before they reach the customer, and confirm they work after release
Configuration work— resolve configuration-level issues in the platform yourself (settings, templates, setup) instead of routing everything to developers
-Customer communication drafts — prepare release notes and pre/post-release customer updates
Backlog hygiene & reporting — periodic backlog clean-ups, sprint/cycle progress reports, flag bottlenecks and stale tickets
Scrum collaboration— participate in the daily scrum and sprint rituals with our (remote, English-speaking) dev team

Requirements

- 2+ years hands-on experience with **Jira and Jira Service Management** (workflows, boards, linking, JQL is a plus)
- Excellent written English — you write user stories, acceptance criteria, and customer-facing updates
- Extremely detail-oriented and process-driven — status accuracy and ticket quality are the core of this job
- High analytical intelligence (IQ 120+)— you can break a complex, ambiguous problem down to its root cause and concrete next steps. We test cognitive ability as part of the hiring process.
- Reliable availability with overlap with European (CET) morning hours — our response SLA is contractual
- Experience working with Scrum/agile software teams
- Comfortable working with AI-assisted tooling and structured runbooks (we document everything; you follow and improve the playbook)
- Self-starter who escalates early instead of guessing

Nice to have

- Experience with manual QA / acceptance testing of web applications
- Experience configuring SaaS platforms (workflows, templates, settings)
- Experience at a SaaS / software product company
- Confluence experience
- Basic understanding of software release cycles (staging vs production)

How to apply

Reply with:
1. A short note on your Jira/JSM experience (which workflows you managed, team size)
2. One example of a user story + acceptance criteria you wrote (or write one for a feature of your choice)
3. A short description of a complex problem you untangled for a customer or team: what was unclear, what did you do, what was the outcome
4. Your available working hours in CET

Shortlisted candidates will take a cognitive ability test and complete a small trial task.

Applications without these three items will not be considered.

SKILL REQUIREMENT

Communication Creative Problem Solving Task Prioritization

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Product owner

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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