Vacant job

We are now looking for an IT Process Specialist for an assignment with one of our clients in Stockholm. Here, you will play a central role in developing, documenting, and ensuring compliance with the organization's IT processes, with a particular focus on incident management. The role involves a combination of operational work, coordination, and continuous improvements, where you work both independently and in close collaboration with other parts of the organization.

As a consultant at Eccera, you will have a secure employment and gain valuable work experience on assignments with our clients. Your consulting manager supports you in your development as you continuously acquire new experiences and knowledge. An excellent opportunity to advance your career.

Your Responsibilities
In the role of Incident Manager, you will be responsible for developing, documenting, and improving the organization's IT processes, primarily related to incident management. The work involves ensuring compliance with procedures, creating training materials, and conducting training sessions. You will continuously work with analyses, trends, and escalations, as well as create reports and dashboards that support decision-making.
You will coordinate and manage incidents, including Major Incidents, and participate in audits, risk analyses, and various types of follow-ups.

Your tasks also include meeting moderation, documentation, and standby duty according to a schedule.

Travel for work may occur once a month.

Your Profile
You have previous experience with IT service processes such as incident management, service requests, change, and problem management. You are accustomed to working in a structured manner, coordinating multiple parallel activities, and driving improvement work within IT environments.

The role suits a person with operational decisiveness and a clear process focus, who communicates clearly and confidently with both technical and non-technical stakeholders. You work independently, have good analytical skills, and naturally create structure in both documentation and working methods. You express yourself fluently in both Swedish and English.

Requirements

• Experience with IT Service Management processes (e.g., Incident, Service Request, Change, Problem)
• Strong collaboration and communication skills
• Experience in coordinating and driving improvement work
• Very good knowledge of Swedish and English, spoken and written
• Experience with agile working methods

Meritorious

• Experience with ServiceNow
• Experience with JIRA and Confluence
• Previous roles such as Major Incident Manager, Change Manager, Problem Manager, or Knowledge Manager
• At least two years of previous experience from Service Desk
• Experience in project management
• ITIL Foundation v3 or v4

We place great emphasis on your personal qualities.

What We Offer
At Eccera, you will receive the tools you need to achieve your goals. We offer all our consultants qualified training and certifications in the latest technology. We place great value on our employees continuously developing. Therefore, we offer you the opportunity to create an individual training plan, where we cover both study materials and the certifications themselves. During your development, we will match your skills to the right assignments as you advance.