Incident Manager
Volvo Group / Logistikjobb / Göteborg
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hela Sverige As an Incident Manager at Volvo Group Connected Solutions (VGCS) your primary responsibility is to drive improvements and secure efficiency in the incident management process and policies.
The Incident Manager must be capable of understanding and analysing complex contexts and solutions, determining a course of action and securing commitment from stakeholders for incident requests raised within the VGCS organization or from our suppliers.
To be successful it will be necessary to obtain a comprehensive understanding of the ITSM tool (ServiceNow) and the related ITIL processes. You need to be able build respect and excellent working relationships with multiple operations and development teams. This is both a strategic and operational role.
The key responsibilities of this role include:
• Developing and maintaining the incident management process
• Support incident management practitioners in their daily work with the process and ServiceNow tool
• Ensure adherence to process and related policies within the organization
• Responsible for reporting and follow-up on incidents
• Monitor process effectiveness and propose improvements when needed, both within VGCS for ensuring process adherence and towards Volvo Group IT Process owner
• Actively participate in Group IT driven process related activities to secure VGCS interests
• Plan and perform process training including responsibility for training material
• Escalate open incidents where there is a risk for SLA breech
• Follow-up reported cases to ensure that these are correctly categorized and given proper priority
• Analyze reported cases and work together with the problem manager to identify improvements or support needed within the organization
• Act as VGCS key user for ServiceNow and its integrations
• Maintain foundation data structure and quality
Required Qualifications
• Incident Management experience in an enterprise ITSM production environment
• ITIL Foundations Certification is a plus
• Experience from working with Incident Management tool, e.g. Remedy or ServiceNow
• Demonstrated collaboration skills and attention to detail
• Prior experience in a global organization preferred
• Fluent in written and spoken English and Swedish
At Volvo Group Connected Solutions we are actively working to establish groups that will take maximum advantage of the strength inherent in differences in knowledge, experience, age, gender and nationality etc.
In return we offer
We offer an opportunity to work together with highly skilled colleagues in an exciting, global environment which provides opportunity to develop both professionally and personally. You will work in close collaboration with our organization delivering cutting edge solutions and services which drive customer profitability and growth objectives based on Connected Services.
Location: Gothenburg
Travel requirements: Minimum
Starting date: asap
For more information please contact
Ulrika Allen, Manager Support & Service Monitoring, +46 31 3225641
Personal Profile
As a person, you are driven, innovative and have a service-minded attitude. You enjoy teamwork, contribute with team spirit and you like taking responsibility. You act with integrity and with a results-oriented mindset. We also believe that you carry the following personality traits:
• Ability to work in teams in a complex context
• Inspiring, motivating, proactive, easy to work with and with a positive attitude
• Good communicator and ability to create buy-in from others
• Interest in learning new skills
• Business and customer focus
At Volvo Group Connected Solutions we are actively working to establish groups that will take maximum advantage of the strength inherent in differences in knowledge, experience, age, gender and nationality etc.
The Volvo Group is one of the world's leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus, Sunwin Bus and Volvo Penta.
Connected Solutions is a global unit in the Volvo Group that lead the development of the Volvo Group's connected solutions and supporting capabilities to further strengthen the Volvo Group position and competitiveness in the area. Part of Connected Solutions is Volvo Group Venture Capital with a focus on creating new business opportunities for the Volvo Group through partnerships.
Publiceringsdatum2017-10-20Så ansöker duSista dag att ansöka är 2017-11-08
FöretagVolvo Group
AdressVolvo Group
•
40508 Göteborg
Kontorsadress•
Jobbnummer 3759787
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