Incident and Problem Manager for Point of Sales (POS)

Job Description
We’re keeping the door open and the coffee warm for an experienced Service Delivery Specialist with an interest in incident and problem resolution. You will utilise your ITSM/ITIL skills to manage our local incident and problem management, while also enhancing our processes in collaboration with our POS suppliers and internal stakeholders. With operations in over 60 markets, 4300+ stores, and more than 100,000 users worldwide, you will have the opportunity to make our POS system’s incident and problem handling best in class.
Join a dynamic and supportive team of skilled colleagues who are passionate about driving improvements and solving challenges together. With endless learning opportunities and a collaborative environment, working with POS is both rewarding and fun!
Our organisation values continuous improvement, and you will play a key role in identifying new opportunities and improvement of processes, creating value for our users and customer by solving incidents and problems quicker.
Some of your responsibilities will include:
Driving incident and problem forum
Implementing H&M standard ITIL processes with suppliers
Collaborating with internal stakeholders to improve incident and problem process
Collaborating with suppliers to improve incident and problem process
Measuring and improving incident and problem process together with suppliers
Driving internal POS CAB
Managing configuration for the POS area in ServiceNow



Qualifications
To be successful in the role, we believe you are a team player with a proactive and helpful approach, fostering collaboration and collective success. You have a positive mindset, are communicative and socially confident, fostering positive interactions with colleagues and customers.
What you need to succeed:
Knowledge of ITIL
Experience with problem and incident management
Experience of working in ServiceNow
Experience of working with tear 1 suppliers
Relevant education and experience as a software or technical engineer
Excellent problem-solving skills and attention to detail

Extra credit if you have any of these skills:
Experience with problem and incident management in a global retail business
Knowledge of POS system
Experience and understanding of security and compliance
Experience and understanding of the value of E2E monitoring



Additional Information
This is a full-time permanent position, starting as soon as possible according to the agreement. The role is an on-site position, based in our office in Stockholm, Sweden.
Apply by sending in your CV in English as soon as possible. Due to data policies, we only accept applications through the career page. Please note we will start the selection process in January.

Benefits
We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.
In addition to our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment type and countries.

Inclusion & Diversity
H&M is a part of H&M Group. At H&M Group, we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people that share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, on what we perceive possible and on how we choose to relate to our colleagues and customers all over the world. Hence all diversity dimensions are taken into consideration in our recruitment process.
We are committed to a recruitment process that is fair, equitable, and based on competency. We therefore kindly ask you to not attach a cover letter to your application.

Company Description
H&M is a fashion brand that offers the latest styles and inspiration, from fashion pieces and unique designer collaborations to affordable wardrobe essentials. Our business idea is fashion & quality at the best price in a sustainable way. Learn more about H&M here.