Support Implementer, Support Management Unit- IT

Support Implementer, Support Management Unit, IT Service Desk, IT Operations and Shared Services

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About you
In this position you need to have a passion for support and have the end user need in focus. You have the ability to take lead in securing the compliance to the Support Management concept. You have good knowledge of the delivery models, Service Management and Project Management and the delivery processes, Service Transition process for new services and major enhancements. We put great emphasis on your personal qualities and want you who take own initiatives to make things happen, and that you do not give up easily. As a person you are open to new ideas and not afraid to try them out. We expect that you are fluent in English, speaking as well as in writing.

We are looking for you who are open to cultural differences and see them as a resource. It is crucial that you are good in creating and keeping good relations and that you are goal and result oriented. You have the ability to express opinions, information and key points of an argument clearly. You enjoy improving our ways of working, clarifying support flows and implement global methods and routines and seek new opportunities to give even more efficient support to our users. Experiences in working with IT Service Management concept and in projects are regarded as a merit.

About the job
Support Management unit is responsible for the cross-functional end user support and secure the service dimension and to ensure common and efficient ways of working. The Support Management unit is part of the Operations and Shared Services Organisaton and acts on behalf of Service Operations Management in close cooperation with the IT support groups.

The Support Implementer is the entry point in Support Management regarding support needs for all projects and major enhancements, before handover to the line organisation. The Support Implementer ensures a smooth transition through all levels of the support chain, and readiness in the line organisation to support new services or releases. The Support Implementer is available to assist Support Managers in non-major enhancement activities when required.

About the assignment
As a Support Implementer you work in close cooperation with projects and major enhancement teams, as well as Support managers and that you are responsible for managing all support needs within projects and major enhancements including defining support requirements towards projects. You are responsible for reviewing and providing input to and sign-off the support part in the Service Level Agreement, defining support flows that is: Writing, support Operational Level Agreement, and securing line organisation commitment. The Support Implementer always has end-user satisfaction and end-user productivity in focus.

For more information about the position, please contact Team Manager, Pia Nilsson +46 (0) 708 83 18 08. If you have any questions about the recruitment process you are welcome to contact IKEA HR Service Centre 0476-58 75 00.

The job location for this position shall be either Älmhult or Helsingborg.The selection process will take place continuously, so please send in your application as soon as possible.