About the Team
Plata's Internal IT Support team brings together teams responsible for employee experience across devices, access, software, Service Desk, and technical support.
Responsibilities
•Define the product strategy, priorities, and roadmap for Internal IT Support
•Lead product discovery to understand employee and business needs and identify key problems to solve
•Build and prioritize the product backlog using 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 the impact of improvements on employee experience, support quality, efficiency, and cost
•Coordinate product initiatives across Internal IT Support, Service Desk, ITS Engineering, and Global Assets
•Work with Security, Compliance, HR, Finance, Procurement, and other teams to deliver improvements across the employee journey
Requirements
•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 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
•English B2 or higher
Nice to Have
•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 with employee lifecycle processes, including access, equipment, software, or licenses
Conditions
•Relocation support to one of the company's hubs in Cyprus or Serbia, with assistance for the employee and their family
•Flexible work from one of the offices or remotely
•Healthcare coverage
•Education budget for language lessons, professional training, and certifications
•Wellness budget for mental health and fitness activity reimbursements
•20 days of annual leave and paid sick leave
