Support Specialist, IKEA IT

WHO YOU ARE
You are the person who never loses sight of the end-users needs when supporting and leading others towards common goals. You operate in a service-minded and professional way, with the ability to successfully co-operate with co-workers from various units globally. Leading, inspiring, and influencing people is important to you, and you are motivated to do so by sharing and living the IKEA culture and values. Taking lead in any given situation comes as naturally to you as managing your work effectively by prioritizing, delegating, and making sound decisions.
We believe you have knowledge and experience in some of the following areas:
· Experience in support/incident management/problem management
· Understanding for End User needs
· Using IT tools like ServiceNow, JIRA and Confluence
· English language (verbal and written)
· Agile ways of working
· Good knowledge of the business area and good understanding of how the products and services in the area are connected together
· Good knowledge of ITIL, agile frameworks, service governance model and DevOps concept
· Strong understanding of dependencies between different business areas, their processes and the tools used
· Strong understanding of prioritisation needed during business-critical issues
· Good knowledge of the IKEA system landscape and IKEA IT infrastructure
· Strong knowledge of stakeholder management

YOUR RESPONSIBILITIES
As Support Specialist you will provide professional, service minded and dedicated support to the assigned business area based on defined Service Level Agreements, being the connection between end-users and product teams. You will proactively work to decrease the incident volume and shorten the incident resolution time.
Furthermore, you will be responsible for:
· Solve more complex issues within the assigned business area, coming in through different support channels in order to improve co-worker efficiency
· Register, analyse, prioritise, solve and assign all incoming cases during the agreed time in an accurate and efficient manner ensuring high level of quality
· Drive communication towards end-users and product teams about the progress of ongoing cases by continuous monitoring, analysis, following up and escalation of the case if needed
· Contribute with knowledge and educate in onboarding sessions with new colleagues to secure common ways of working and working towards common goals
· Apply and promote good support practices within an agile/iterative development approach in order to improve time to market and fulfil business needs
· Manage the daily operations and prioritisation of incoming tickets for the whole support organisation securing coordination and handovers between time-zones and cross business areas
· Participate and contribute with input in the Product/Service meetings by acting as an ambassador of the support organisation within the business area and facilitate cross-functional meetings (triages) with stakeholders in order to resolve critical issues.


TOGETHER AS A TEAM
We’re a global organization with one common goal, provide the best possible support to IKEA co-workers worldwide. We have recently implemented a new ITSM tool and moved into a new organizational setup. Organizationally our team is relatively new, but we are quite experienced and like to have fun at work. We are passionate about providing the best quality support for our end users. We are not afraid to make mistakes and share our learnings to become better together. We value honesty and transparency, as it helps us to make better and more effective decisions together.
QUESTIONS AND SUPPORT? LET'S CONNECT!
The role is based in Älmhult or Helsingborg and you will report to a Digital Team Leader.
For more information about the role reach out to the recruiting manager, Alen Hasic at alen.hasic@ingka.ikea.com.