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SUPPORT DEVELOPMENT LEAD

City:  Solna
Job Function:  IT

Support Development Lead


Since 1946, we have kept Scandinavia connected to the world and the world to Scandinavia. We have been frontrunners in the air – but the future we head into is ever-changing. We need to be one step ahead. 
 

Which is why we are now making the largest move within Digital and IT in the history of SAS; 
We will employ 100 new people working with data engineering, data science, UX design, front- and backend development and more, to a new inhouse department – leading the way for aviation into the future. Our ambitions transcend those of our industry – and this team will be the center of our most accelerated technological transformation so far. 


As part of our inhouse department, you will be one of our guiding stars to implement a true digital-first approach throughout SAS. We are dedicated to becoming the airline with absolute integration between business, people, and technology, creating a seamless travel experience for our customers. Given the freedom to bring in your own ideas, you will be provided opportunities to impact the future of SAS, aviation, and a more sustainable air travel. Together, we will continue to transform aviation for generations to come.

We are SAS, and we move Scandinavia. We fly because the world is moving, and it needs our help to stay in motion. Will you get on board and join our journey?

Enable the digital future for your colleagues!


Enable the digital future for your colleagues! 

Welcome to join our Airline Solutions Support team, where you will be the important key between your frontline colleagues and our internal departments within Digital&IT. You will be responsible for support model development and automations of ServiceDesk assignments in regards of IT and Mobile Solutions at SAS Headquarter Frösundavik. 

We are looking for you who are passionate about service and support, can work as an ambassador for our digital solutions and mobile devices and who understands our different areas needs and requirements.  

Key responsibilities:

 

  • Lead Development & Automation for Airline Solutions Support model  
  • Identify and execute improvement initiatives in regard of support processes 
  • Automate ServiceDesk assignments to enable self-service possibilities. 
  • Simplify and improve user support experience 
  • Identify user group support needs depending of operational needs 
  • Ensure cost efficiencies in SAS IT support model 
  • Drive initiatives towards developer and system owners at FVK 
  • Catch and highlight issues and non-effective IT processes in operation 

About you:


You are a true team player who enjoy working with different stakeholders, analyze problems and come up with working solutions. You can communicate with various end-users, are eager to understand their needs and able to transfer them into IT requirements.  
 

We believe you have: 
 

  • Extensive experience and knowledge of IT-Operation, IT Support, Incident, Problem and Change Management 
  • Experience from use of Service Now tools and processes 
  • Experience from use of Service Desk tools and processes 
  • Working in an operational environment and across organizational borders 
  • Experience from leading and coordinating actions between internal IT stakeholders and multiple external IT vendors and suppliers, including offshore delivery units 
  • Experience from delivering IT support 

Qualifications and requirements:

 

  • Higher academic education in Computer Science or equivalent  
  • Certified ITIL® Foundation in Service Management or corresponding  
  • Communication (fluent oral and in writing) in one Scandinavian language as well as in English  
  • Experience from Airline industry  
  • Experience of working in a similar role and with a true interest in working in the digital development area. 
  • Experience in digital transformation 
     

Beside your proven track record, we appreciate great skills in: 
 

  • iOS & Android devices and enrollment processes 
  • Microsoft MDM Intune 
  • Azure fundamentals 
  • End User Training 
  • Understanding of operational impact from device outages 
  • Understanding of time urgencies in operation and importance of solution leadtimes 
  • Excellent ability to communicate, collaborate and to build and maintain relationship 
  • Project management experience 
  • Good documentation skills 

Other of Importance


The position is located at Frösundavik but include work and travel to our Scandinavian hubs. You report to Head of Airline Solutions Support. If you feel your experience and skills are right for this role, please send your application as soon as possible. 

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