AdressAbout the job
We want to strengthen our team with an Incident & Problem Management Coordinator, who has a broad overall perspective and experience with complex, business-critical system connections.
As an Incident & Problem Management Coordinator in the Development department at Agria, you will be responsible for effectively coordinating, communicating, managing, and mitigating IT incidents and service disruptions to ensure the continued availability and performance of Agria's IT solutions. You will also work with continuous improvements and Problem management. You will apply ITIL (and ISO/IEC 20000, ISO20001) best practices to coordinate the resolution of incidents, minimize downtime, and uphold service quality, all while adhering to DORAs operational risk management objectives. This role will work closely with the MSI (Multiple Supplier Integration) team in LFAB.You will also work tight together with other functions within IT & QA as Release & Change Coordinator, Configuration managers for IBMi and Windows. You will work together with the other team members of IT & QA team and drive general improvements within ITIL, QA etc
This role is expected to be the Manager on Duty during an critical Incident, which means that part of the work will be performed outside of business hours.
Key Responsibilities
Be part of and coordinate the Incident & Problem Management processes: Implement and maintain ITIL-aligned Incident and Problem management processes and procedures.
Incident Coordination: Respond to and manage IT incidents, service disruptions, and outages promptly and efficiently together with the LFAB MSI team and Agria feature teams. Prioritize and categorize incidents based on urgency and impact. Coordinate cross-functional teams within Agria to diagnose, troubleshoot, and resolve incidents. Ensure that incidents are resolved within agreed-upon service level agreements. Follow up and ensure that all work is documented in our ITSM tool. Lead post-incident reviews. Communicate incident status updates to stakeholders.
Problem Coordination: Responsible for the lifecycle of problems within Agria. Enable and support in identification and analysis of problems (proactive and reactive), facilitate root cause analysis, suggest, and facilitate continuous improvements regarding implementation of solutions or workarounds. This to prevent future occurrences of the same incidents, minimize the negative impact on IT services, improve service quality, and ensure stability and availability of Agria's IT infrastructure. Work in close collaboration with other parts of Agria and the LFAB MSI team.
Continuous Improvements: Identify opportunities to enhance Incident and Problem management processes and minimize risks. Develop and implement best practices for ongoing service improvements, Definition of ready and Definition of Done for deployment to the production environments.
Documentation and reporting: Maintain comprehensive incident records, including incident details, resolutions, and recovery procedures in our ITSM tools. Generate incident reports and provide data for trend analysis and decision-making. Follow-up and work closely together with Agria's Vendor manager and the teams in ART My Pets. Set guidelines for documentation in CMDB, Knowledgebase, structured documentation for users, maintenance, and production.
Stakeholder Communication: Ensure effective communication with all stakeholders, including the development teams, management, and business units. Communicate Incident and Problem status, updates, and resolutions in a clear and concise manner. Together with Vendor manager communicate with vendors. Be part of the coordination meetings with Agria 2:d line support, LFAB MSI, I&O and our Delivery areas .
ITIL Adherence: Stay updated on ITIL best practices and promote their application within the Incident and Problem Management processes. Foster a culture of continuous improvements and service excellence.
Who are you?
You enjoy and are secure in the agile way of working - to constantly learn, improve and seek answers as you go. In this way, you build both your own and the team's competence in both depth and width.
As a person, you are service-oriented, structured, meticulous, problem-solving, curious, humble and take pride in delivering what you and the team have committed to. You like change and are adaptable with a self-motivated drive.
At Agria, we have a strong commitment to our pet owners and their animals - of course you like animals too!
Qualifications:
- Bachelor's degree in a relevant field
- Proven experience in incident management within the IT Insurance industry or a similar domain
- Strong knowledge of IT Insurance systems and technologies
- In-depth knowledge of ITIL framework and best practices - certification in ITIL4 and ITIL DevOps is a plus
- Excellent Communication and interpersonal abilities
- Experience of RM role with in an Agile DevSecOps environment is a plus
- Experience working with Agile/SAFe framework is a plus
- Proficient in the Swedish and English language
- Proficient in ISO 20000, ISO20001 certifications is a plus .
- Knowledgeable in ISO 27001is a plus
- Knowledge and Experience with ITSM - ServiceNow
About us
Agria is growing in Europe and today has operations in Sweden, Norway, Finland, Denmark, UK, Germany, France, Ireland, and the Netherlands. Our business concept is to, through specialist knowledge and commitment, develop and sell security for animals and people. Most of our employees are animal owners themselves and all share a great interest in animals. The commitment to animal husbandry and animal health comes naturally, which is important in our customer relations as well as our development work. Through its social commitment, Agria contributes to a healthier society with animals and allocates part of the premium income to veterinary medical research every year.
550 employees work at Agria and the company has a turnover of SEK 5.5 billion (2022). The group also includes the subsidiary Agria Vet Guide, which offers digital veterinary advice with operations in Sweden, Norway, Denmark, Finland and the UK.
With us, you participate and influence your own work - the entire culture is based on a high degree of self-leadership, own learning and development. If you enjoy leading yourself and developing your full potential, you will thrive with us. We are an employer that wants to contribute to a sustainable working life by offering health care insurance, wellness allowance and occupational pension in employment. Good employment conditions and favorable insurance cover for you and your family are other examples.
We develop a flexible way of working, with a good corporate culture and clear values, we create an attractive workplace for everyone to enjoy. Welcome with your application!
More information
Does that sound exciting? Then we want to know more about you! We welcome your application today. We are working continuously with this recruitment and may fill the position before the application deadline.
Sista ansökningsdag: 2024-04-02
