Business Developer at Västtrafik
Workplace: Göteborg, Sverige
Expires: August 15, 2025
A role focused on driving improvement and development initiatives within the IT Service Desk at Västtrafik, enhancing quality, efficiency, and user experience.
Main requirements:
  • Experience in first and second line IT support/IT service desk
  • Post-secondary education in IT, business development, or equivalent
  • Experience driving improvement initiatives in IT support or IT services
  • Understanding of the service desk's role and challenges in a large organization
  • Ability to work with requirements management, process thinking, and change management
  • Experience creating and maintaining knowledge bases or knowledge articles
  • Experience in digitalization and implementation of IT support
  • Good knowledge of ServiceNow and its automation capabilities
  • Fluent in Swedish, both oral and written
  • Experience managing processes, working methods, and documentation
  • Experience developing relevant internal training
Responsibilities:
  • Identify, initiate, and drive improvement and development initiatives mainly within the department's mission
  • Responsible for the structure and quality of knowledge article documentation
  • Provide internal training on creating, maintaining, and retiring knowledge articles
  • Develop and implement improvements in automated self-service within the ticket system
  • Quality follow-up regarding the department's and first line's work in the ticket system
  • Participate in the department's operational work and incident coordination when needed
  • Explore and contribute to the use of AI where relevant
Required hard skills:
  • First and second line IT support/IT service desk experience
  • Post-secondary education in IT, business development or equivalent
  • Experience in improvement work within IT support or services
  • ServiceNow knowledge with automation capabilities
  • Knowledge in requirements management and process improvement
  • Experience with knowledge base management
  • Digitalization and IT support implementation experience
  • Swedish language proficiency
  • Experience in process and documentation management
  • Internal training development
Recommended hard skills:
  • Knowledge of ITIL or similar frameworks
  • Further education in pedagogy, communication, agile methodologies, or change management
Soft skills:
  • Curious
  • Responsible
  • Engaged
  • Structured
  • Orderly
  • User-oriented
  • Comfortable with presentations and training
  • Active in supplier follow-up meetings
  • Adaptable to dynamic, changing environments
Frameworks:
  • ITIL
Natural languages:
  • Swedish (Proficient)
Cultural skills:
  • Interest in contributing to societal benefit
  • Ability to work collaboratively in a dynamic, transforming organization
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