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Capability Lead Incident ServiceNow

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As a Capability Lead Incident ServiceNow 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
  • Ensuring the product meets business expectations and needs
  • Gathering feature requests, user needs, and stakeholder feedback and backlog prioritizing together with Digital Product Owner to ensure the product align with the roadmap and meets the business needs
  • Analyze requirements, identify dependencies and act as the bridge between the business and the architects and developers

Required competencies and experience:
  • ITIL V4 certification
  • ServiceNow System Administrator certification
  • Great experience with Incident capability in ServiceNow
  • Experience of working in Agile module in ServiceNow
  • Experience of Incident Management Process
  • Experience in ITSM with requirement gathering and process analysis
  • 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.

Maria Forsell, Digital Product Area Owner, Group Digital & IT
Maria Börjesson, HRBP, Group Digital & IT

Union representatives:
Akademikerna – Therese Koggdal, +46 470 387855
Unionen – Lajla Dahlsjö, +46 31 3224575
Ledarna – Ulrika Holmberg, +46 31 3225071

We are happy to get your application.

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

We value your data privacy and therefore do not accept applications via mail.


Who we are and what we believe in
Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination. We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the job description, please apply and let us decide.


Applying to this job offers you the opportunity to join Volvo Group. Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group’s leading brands and entities.

Group Digital & IT is the hub for digital development within the Volvo Group. Imagine working with cutting-edge technology in a global team, represented in more than 30 countries. We are dedicated to leading the way for tomorrow's transport solutions, guided by a strong customer mindset and high curiosity, both as individuals and as a team. Here you will thrive in your career in an environment where your voice is heard and your ideas are important.

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