Product Owner for Incident Coordination and First Line Support
Workplace: Göteborg, Sverige
Expires: August 17, 2025
Lead and develop the handling of IT incidents and user requests at first contact, focusing on quick, efficient, and professional management. This is a key role within IT servicedesk responsible for incidents coordination and first line support, involving leadership, process development, and operational work.
Main requirements:
- Background in first and second line IT support/IT servicedesk
- Good understanding and experience of ITIL and incident management
- Experience in product owner role or team leadership within servicedesk or similar
- Post-secondary education in IT or equivalent experience
- Fluent in Swedish, both spoken and written
- Experience in development and improvement work
- Experience with case management systems and automation
- Experience responsible for processes, workflows, and documentation
Responsibilities:
- Lead and develop incident coordination for critical IT incidents
- Coordinate incident management across multiple teams
- Follow up and develop collaboration with external support provider
- Educate and build competence in incident handling
- Participate in planning and resource allocation
- Develop processes, workflows, and automation
Required hard skills:
- ITIL
- Incident Management
- Case Management Systems
- Process Development
- Automation
- Swedish Language
Recommended hard skills:
- ServiceNow
- Change Management
- Leadership Training
- Product Ownership
- Agile Working Methods
Soft skills:
- Calm and confident leadership
- Clear communication
- Pedagogical skills for training and presentations
- Systematic work approach
- Adapt communication to audience
Frameworks:
- ITIL
- Agile
Natural languages:
- Swedish (Proficient)
- English (Working knowledge)
Cultural skills:
- Ability to work in a collaborative team environment
- Commitment to societal contribution and sustainability
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