IT SERVICE MANAGEMENT- SPECIALIST

IT Service Management Specialist

As an IT Service Management Specialist at SAS, you will be at the core of our IT Service Management Function responsible for Configuration Management and Change Enablement, you will work closely with our Digital & IT team, ensuring that business priorities are supported by robust IT services and that operational continuity is maintained.
 

Challenges you will work on:

Configuration Management

Manage CI’s and CI Lifecycle Process
Maintain accurate, reliable, and up-to-date records of Business Services and IT Assets in ServiceNow CMDB. This ensures that all components required to deliver services, such as hardware, software, networks, applications, and documentation are identified, controlled, tracked, and managed throughout their lifecycle.

• Provides visibility, control, and understanding of an organization’s IT assets.
• Plays a critical role in risk reduction, compliance, and efficient IT service management.
• Supports better decision-making across multiple ITIL practices, from Change Management to Incident Management.
• Enhances service quality, continuity, and operational efficiency, directly impacting the organization’s ability to deliver reliable services to its customers.
• Understanding critical business processes and functional for efficient collaboration with stakeholders.
• Maintain strong relationships with both internal and external teams, ensuring seamless communication and collaboration.
• Keep the service registry (CMDB) and knowledge base up to date to support the incident management process.

Change Enablement 

Configuration Management role goes hand in hand with managing changes, in SAS we have hybrid environment including traditional Apps and Services along with product teams planning their development and release cycle as per DevOps Pipelines.   

• Driving change success by preparing, equipping, and supporting individuals and teams to thrive through change.
• Focus on reducing potential risks to the business in advance by planning changes and ensuring appropriate resources are available to reduce the risk of major incidents and unforeseen problems.
• Collaborate closely with other key stakeholders to ensure changes align with corporate strategic objectives.
• Prepare for business readiness to ensure business is ready for planned changes.

Be part of IT Service Management at SAS

Supporting Incident & Problem Management Function 
Close collaboration with Incident and Problem management function to strive for Improving service quality and facilitating continuous improvement.

• It is possible to be part of the Major Incident Management on-call rotation, which is compensated separately. 
• Manage incidents based on the Incident management process, ensuring that incidents are resolved within agreed SLAs and communicated properly to stakeholders. Coordinating resolution efforts and leading emergency response teams during critical IT disruptions.
• Participate in root cause analysis (RCA) and follow up on blameless postmortems for recurring incidents, ensuring long-term fixes are implemented.

To be successful, we believe you have:

•    3-5 years of experience in IT Service Management, with expertise in Configuration and Change Management
•    In-depth knowledge of ITIL (v4) processes, especially Incident, Change, and Problem Management. ITIL certification is a plus.
•    A service-oriented mindset.
•    Self-driven and able to drive process improvements and change.
•    Drive strategic initiatives and be able to work with multiple stakeholders across SAS Digital & IT.
•    A curiosity to learn the airline business and the IT systems used to support SAS.
•    A pride in doing a good job together with colleagues.
•    Good analytical skills.
•    Excellent communication skills in English 

Is this you? If so, come fly with us! 
If you have questions about this position, you are warmly welcome to contact Ujjwal Prakash, Head of IT Ops & IT SecOps, at ujjwal.prakash@sas.se. Please send your CV as soon as possible. Interviews are conducted continuously, and the position may be filled before the application deadline (2024-10-24). We look forward to hearing from you!

Why SAS ?
At SAS, we offer extensive opportunities for professional development in an international, fast-paced working environment. We are dedicated to the continuous growth of our employees. Working with us comes with a variety of benefits, including:
•    Travel Perks: Enjoy discounted travel opportunities around the world with SAS.
•    Health & Wellness: Access to health and wellness benefits, including a newly renovated gym with complimentary classes such as CrossFit and yoga.
•    Discounts: Receive discounts from a wide range of brands, as well as on transportation to and from airports, airport shops, hotels, and car rentals.
•    Work Environment: Our office location in Frösundavik offers a vibrant workspace with a restaurant, café, and easy access to outdoor activities in Hagaparken and Brunnsviken. Engage in running, tennis, outdoor gym sessions, kayaking, and stand-up paddling with equipment available free of charge.
•    Convenient Commute: Benefit from a non-stop bus service connecting our office to Central Station, Solna station, and commuter trains, alongside a network of cycle paths.