Care By Volvo Market Support Specialist
Volvo Car Corporation(Prd) / Supportteknikerjobb / Göteborg
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Care by Volvo (CbV) is a new business program within Volvo Car Group introducing a new subscription offer in the market combining cars, financing, insurance, traditional services e.g. maintenance but also new convenience services such as pick-up and delivery and other connectivity services. This new business model requires a comprehensive cross-functional approach in defining the new CbV product and operating model as well as redesigned digital landscape. The overall program therefore includes a mix of business work streams from marketing, retail, customer service, finance, digital etc.
Care by Volvo Digital work stream is establishing a future oriented applications/product suite based on a global digital architecture (customer facing, business application, back-end) to support Care by Volvo business model. This will then be implemented to a number of prioritized markets around the globe. The Care By Volvo Market Support Specialist is a role within Volvo Car Group, Consumer & Enterprise Digital (CED), and will work with supporting the Market with Care By Volvo technical subscription issues.
You're Mission & Purpose
The purpose of the Care By Volvo Market Support Specialist is to support Care By Volvo with any technical issues related to the Digital environment of the Care By Volvo subscription offer. We are the single point of contact for all technical Care By Volvo inquiries.
What you'll do
You 'll work in a team with other Market Specialists. Your daily tasks will vary some depending on if there are any larger ongoing incidents or not. The primary task is to secure that larger incidents are taken care of, and solved as soon as possible. When there are no ongoing active incidents, you will work with continues improvement tasks and perform manual testing of the subscription offer in addition to securing stability in the user interface.
Once an incident is solved a problem case is created. You will be responsible for following up on problem tickets and secure that relevant stakeholders are involved so issues are taken up to solve and relevant actions taken.
Many planned changes occur, and sometimes emergency changes. Another task of yours is to ensure the changes are well coordinated and stakeholders are informed. As a new team we will work with setting up a solid process for this and coordinate information between all involved. It's critical to verify that planned changes do not conflict with important market activities.
Analysis of all incidents, changes and problem tickets are done on weekly basis to monitor trends-meaning we are responsible for creating and analysing those reports/data.
Working hours
We work according to our customer needs and have extended support hours. This means that work outside of traditional office hours is expected. Right now hour opening hours are: Monday to Sunday 08.00 - 22.00*
Each team member will work Monday to Friday either from 08-17 or 09-18.
Every 5th week, you will be on call from 18.00 to 22.00 Monday to Friday and during Saturday & Sunday from 08-22.
*As our business grows, the hours may change/be extended.
Who are you?
It's important for us to be a role model for the working culture of integrity and high engagement to deliver results according to expectation, as well as treating colleagues and partners with respect. Therefore you are a natural team player and take accountability for tasks you have been given. You like working in a continuously changing environment. Fluent English is a must as our customers are global.
You have a natural ability to always care for our customers and understand the sense of urgency needed to deliver fast results in critical situations.
On a personal note
We have the unique ability to build our team from scratch with the goal of diverse talents and backgrounds. We believe to be successful in this role you bring a majority of below but in different combinations:
* Bachelor's Degree in information technology
* Your personal life does not limit you to work extended hours every 5.th week.
* Ability to thrive in a fast-paced and growing work environment as well as adapting to continually changing priorities
* Highly analytical and collaborative qualities with strong technical, strategic and problem-solving skills
* Competence in digitalization and business development
* Broad understanding of multiple digital product domains
* Project manager or project coordinator skills and personality since you will continuously work with driving improvements towards other teams and product owners
* Knowledge about ITIL processes and the terminology
* Experience from working in agile teams
* Experience in ecommerce an advantage
* Experience in Service Now, Jira, Confluence, Share Point is an advantage.
* Experience of creating/documenting user test cases doing tests in QA and production environments is an advantage.
How to learn more and apply
We want your application at the latest December 01, 2018. We will interview continuously so please apply ASAP!
Please note that applications via email will not be accepted.
Questions regarding the position please contact hiring manager Mona Ericson, Care By Volvo Market Support Manager, at
mona.ericson@volvocars.com. For questions regarding the recruitment process, please contact recruiter, Jaimee Watson at
jaimee.watson.helm@volvocars.com.
Varaktighet, arbetstid
FULLTIME PERMANENT
Publiceringsdatum2018-11-19ErsättningSALARY
Så ansöker duSista dag att ansöka är 2018-12-01
Ange följande referens när du ansöker: 20157
Klicka på denna länk för att göra din ansökanKontaktJaimee Watson Helm
FöretagVolvo Car Corporation(Prd)
AdressVolvo Car Corporation(Prd)
VAK building, Assar Gabrielssons väg
41878 Gothenburg
KontorsadressVAK building, Assar Gabrielssons väg
Jobbnummer 4465804
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