ITSM Subject Matter Expert ServiceNow

Volvo Group Digital & IT
Volvo Group Digital & IT governs the overall Process and IT efficiency within the Group. The function drives the usage of common processes, common IT systems and IT infrastructures.


Infrastructure & Onsite Services


Infrastructure & Onsite Services (IOS) is the unit in charge of all Volvo Group IT infrastructure and onsite services. As most of these services are delivered by a partner, the mission is focus at governing and controlling this partner, as well as managing the remaining IT infrastructure delivery teams in Volvo.


IT Quality & Security


IT Quality and Security is a function providing to every IT delivery team within Volvo Group the capacity to operate efficiently their IT delivery.


Our mission is functionally driving and steering IT quality and IT security across the entire IT-delivery organizations of the Volvo Group based on 4 pillars:



Lean transformation of IT delivery teams
Living process organization around Service Now platform
Fast and agile one time delivery organization
Agile security and vulnerability management


Role mission & context


As an ITSM Subject Matter Expert ServiceNow, besides having great experience of process development, you also have great experience of ServiceNow. You handle business demands and analysis on a daily basis.


In this role you will create an efficient and trustful day-to-day operation. You have proven experience in ITSM and ServiceNow and excel in demonstrating the Volvo Group values. You have an innovative and creative mind-set in order to inspire and challenge your organization. You also have a true can-do attitude, a strong quality focus and a personal drive to reach the objectives and targets set for your unit, understanding how these contribute to the Volvo Group vision and strategy.


As an ITSM Subject Matter Expert ServiceNow you have both a strong “delivery mindset” and “can do” mindset. In this position, you will also need to be solution oriented and have a structured approach towards 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. This organization is gathering experts in ITSM and ServiceNow area. You operate in a global context, having a number of interfaces with Volvo stakeholders. The team works in a 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 with process assessment/analysis and development together with stakeholders and Product Owners
Analyze requirements from the business and take appropriate steps to define action plans which are detailed, meaningful and set expectations appropriately with the business
ServiceNow solution design and tool configuration/implementation
Support Product Owners in their daily work
Incident analysis and follow up


Required competencies and experience
Experience of working with business demands and process analysis in the ITSM area
Experience of working as a system administrator (or similar) in ServiceNow
Experience in Agile / Safe way of working is a plus
ServiceNow foundation certification
ITIL certification is a plus


Application screening will start immediately; we look forward to receiving your application as soon as possible.


For further information, please contact:


Manager ITSM Center, Maria Forsell, phone +46 739028218
HRBP, Magdalena Armdal, phone +46 31 322 49 49


​​​​​​​Kindly note that due to GDPR, we will not accept applications via mail. Please use our career site.