ITSM/ServiceNow Functional specialist – Incident Management

Area / Scope
Primarily: Incident Management
Secondarily: Problem Management & Change Management

Purpose
The mission for the ITSM/ServiceNow Functional specialist is to be a recognized expert in the area, recognized for excellent knowledge and practical experience of the area in scope


Work content:
Provide Support, e.g. coaching and training, on how to practically use processes/practices, methods and tools in day-to-day work
Develop, Maintain and Provide relevant user documentation and work instructions.
Develop, Maintain and Provide training material and training/coaching sessions based on needs and requests
Contribute in investigation Business needs and requirements
Contribute in defining Change Request proposals
Contribute when proposing prioritization of Change Requests
Contribute in development, maintenance and improvement of the Processes/Practices and Methods incl related Tools, in order to reach the required performance and capabilities in Volvo’s IT Community.
Contribute in defining, planning & execution of User Acceptance Test (UAT)
Contribute in defining the business requirements for hand-over from projects to maintenance

Competence needed:
Good and documented understanding of relevant Industry Best Practices regarding processes/practices (e.g. ITIL), Methods and Tools (ServiceNow)
Excellent knowledge/understanding, and proven practical experience in, ServiceNow functionality development, e.g.
Integration/E-bonding,
Workflows
Agent workspace
Priority1 Incidents
Deep understanding of the criticality of the information used in the process
Dedication to increasing delivery quality and effectiveness
Good pedagogical skills and enjoying support, coaching, and training.
Excellent communication and presentation skills and capability of managing stakeholders
Complete proficiency in English is a requirement



For more information please contact:
Boris Karlsson, ITSM Center Manager, +46 31 3221033