Capability Lead Incident & Knowledge ServiceNow

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.


Are we the perfect match?


In our team you will find an open mind-set and value creation focus and we strongly believe that having fun at work is one important enabler for high performance. We encourage people to take individual responsibility and to see the whole picture. We are strong believers in the importance of communication and keeping an open, curious, and honest dialog.


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.