IT Service Desk Product Owner
IT Service Desk Product Owner
Hurtigruten Estonia OÜ
IT Service Desk Product Owner

IT Service Desk Product OwnerHurtigruten Estonia OÜ

Ootused kandidaadile

• Knowledge about Agile methodology
• ITIL 4 certification or relevant experience
• Bachelor’s Degree in IT or relevant experience
• Experience from service management
• Self-motivation with commitment, drive and enthusiasm
• Good knowledge of IT processes and system portfolio
• Ability to remain calm and efficient under pressure
• Speak and write English fluently
• Excellent interpersonal skills, both verbal and written

Beneficial skills

• Experience working in a corporate environment desirable
• Experience from development is a bonus
• Experience from scheduling and forecasting
• Understanding of system usage from an end user perspective
• Good social skills, people person
• Decision maker
• Analytical and a problem solver
• Reliable and pro-active
• Adaptable and easily engaged by changes

Tööülesannete kirjeldus

• Define, build and deliver a roadmap for Service desk services
• Define, drive and deliver major Service desk initiatives
• Be a force for development of automation and improvement of services
• Liaison and contract manager for vendors/ 3rd parties where applicable
• Invoice handling of services that are triggered by the service desk
• Owner of the Service desk SLA/ OLA and performance data
• Owner of Service desk customer utilization data
• Improve usability of reporting methods and data utilization (connect data to services to value generated)
• Owner of change processes and any relevant change management board
• Responsible for hyper-care coordination
• Coaching of Service desk staff
• Stand-in for Service Desk Lead
• Support Service desk lead with prioritization, budgeting, invoicing, resourcing and personnel
• Solves service requests/ incidents ( ~25% of the time)

Omalt poolt pakume

• Opportunity to experience a truly international working environment
• Friendly, positive and fun atmosphere, different team and company events
• Modern and comfortable office in Kadriorg
• Development opportunities
• Competitive salary and benefits
• 6 extra days off addition to usual 28 days annual vacation