Lead Error Manager

As a Lead Error Manager will own and continuously improve our end-to-end software error and defect management framework. This role combines operational leadership across multiple projects with process governance, Jira-based workflow and template ownership, reporting, and integration with external service and defect management systems. You will define the business and process requirements for workflows, fields, templates, dashboards and integrations. Platform-level configuration and changes will be assessed, approved and implemented in collaboration with the responsible IT, Jira administration, security and product teams. This is not a Jira system administrator position.

• Own and continuously improve the complete defect lifecycle, from intake, classification and prioritisation through assignment, resolution, verification and closure.
• Own the functional definition and governance of common Jira-based error management templates, including workflows, issue types, fields, screens, statuses, transition rules and reporting requirements.
• Own the business process and functional mapping between Jira and connected third-party defect, customer support and enterprise service management systems, including ServiceNow where applicable.
• Define operational KPIs, SLA requirements, dashboards and management reporting for defect flows and process health.
• Act as the central point of contact and escalation for error management process and tooling topics.
• Be accountable for the functional design, governance and continuous improvement of the common error management process and associated Jira templates used company-wide.

You are a fast learner, with an eye for detail, strong problem-solving and debugging skills. In addition you have the following qualifications:

• BS or MS in Mathematics, Computer Science, Information Systems, or related field
• 7 to 10 years of overall industry expereicne including 5+ year experience in software & content error management, defect management, quality management or a comparable process leadership role in a complex software & content environment.
• Demonstrated experience managing defect lifecycles across multiple products, projects or organizational teams.
• Strong practical knowledge of Jira Cloud workflows, issue types, fields, screens, permissions, dashboards and reporting from a process-owner or advanced business-administration perspective.
• Experience defining and governing common workflows and templates in collaboration with Jira administrators and IT teams.
• Experience with integrations between Jira and external defect, support or enterprise service management systems, such as ServiceNow.
• Experience defining field, status, workflow and data synchronisation mappings between systems.
• Strong understanding of defect triage, severity and priority classification, backlog management, escalation, verification and closure practices.
• Experience defining KPIs, SLAs, dashboards and management reporting for defect or operational processes.
• Proven ability to lead cross-functional alignment and influence stakeholders without relying on direct line authority.
• Strong analytical, facilitation, communication and stakeholder-management skills.

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.