Job description 

As a Capability Lead Incident & Knowledge Service now you have both a strong “delivery mindset” and “can do” mindset. In this position, you will also need to have a structured approach towards tackling challenges and handling various issues. You will actively collaborate with various stakeholders and navigate with ease in a multi-cultural environment. Your agile, positive and continuous improvement mind-set will inspire your organization.

You get an opportunity to work together with highly skilled colleagues in an exciting environment, which provides opportunities to develop both professionally and personally.

Your team. You will work in a stable team with experts in ITSM and ServiceNow IT area. You operate in a global context, having a number of interfaces with Volvo stakeholders. The team works in a ServiceNow ITSM area and agile development framework.

Key Responsibilities

• Work together with process owner and process manager to increase efficiency and quality in the Incident management capability
• Work proactive with new ideas to support digital transformation in ServiceNow
• Work in close collaboration with Digital Product Owner and Digital Product Manager to set ServiceNow IT roadmap and strategies
• Supporting the Digital Product Owner in ordering and refining the product backlog items to ensure alignment with the product vision and goals
• Ensuring the product meets business expectations and needs
• Gathering feature requests, user needs, and stakeholder feedback and backlog prioritizing together with Digital Product Owner
• Identify dependencies to other capabilities in ServiceNow
• Analyze requirements from the business and take appropriate steps to define action plans which are detailed and meaningful, and also set expectations appropriately with the business
• Act as the bridge between the business and the architects and developers

Required competencies and experience

• Great experience with Incident and Knowledge capability in ServiceNow
• Great experience with requirement gathering and analysis
• Experience of Incident and Knowledge Management Process
• Experience in Agile / Safe way of working is a plus
• Experience of working in Agile module in ServiceNow
• Experience in ITSM process analysis
• ServiceNow foundation certification
• ITIL certification is a plus
• Experience of working as a system administrator (or similar) in ServiceNow is a plus
• Candidate review will start immediately, the position might be concluded before final application date.