ITIL Process Owner

Join Group IT and be ready for an exciting challenge - step into GN and help us bringing people closer.

Do you have great experience with ITIL processes, Incident and Problem Management in particular and want to make an impact on how we operate and mature these processes, then this is your opportunity to join a fast-growing medical/tech company and put all your process knowledge and hands-on experience to good use.

GN operates in the healthcare and technology industries and is known for its innovative products. In our IT Service Management team, we are looking for an experienced Incident/Problem Manager with good knowledge of ITSM tools (preferably ServiceNow).

You will have the role as Process Owner for Incident and Problem Management and you will be both operational following up on teams to ensure timely incident resolution, promote use of problem management as well as monitor process quality and initiate relevant improvement activities when needed, as well as focusing on maintaining and improving documentation and training material related to policies, processes and work instructions, so that process adoption and maturity increases.

Welcome to IT Service Management:

When you enter the IT Service Management team, we are six colleagues welcoming you as part of a team, that makes things happen across all of GN. Besides employing you in your role, the team will expand even further in the coming months.

The IT Service Management team is responsible for the cross functional IT Service Management practices. We also work in and agile setup where ITIL processes and Agile ways of working coexists and complement each other.

We use ServiceNow as our ITSM platform so good working knowledge of ServiceNow is an advantage.

1½ year ago we finalized a strategic initiative of returning to an out-of-the-box ServiceNow solution which we know aim to keep as close to out of the box as possible.

Your responsibilities

As our new colleague you will among other tasks have responsibility for the following:

• Ensure that all incidents are duly assigned to the right support teams

• Manage aging incidents by escalating the resolver support group

• Proactively seek solution for recurring incidents

• Escalation to relevant vendors or inhouse IT Service Delivery resources

• Align with Service Delivery Manager for escalations

• Initiate and coordinate Root Cause Analysis (RCA) investigations, translating findings into actionable insights to prevent recurrence, and enhancing continuous improvement initiatives

• Assist resolver teams identifying and solving issues and leveraging the knowledge to implement corrective actions

• Conducting trend analyses to identify emerging patterns and areas of improvement

• Documenting incidents and problem-resolution activities to facilitate knowledge-sharing and increase process transparency

• Facilitating a global mindset by sharing valuable insights and learnings with colleagues around the world

• Ownership of the Incident and Major Incident process as well as the Problem Management process

• Operational Major Incident Management is not part of this role, Global Service desk are handling Major Incidents 24X7, however driving the task of getting Major Incident Reports created will be your task as well as gathering input and creating the report.

Candidate profile

To be successful in the role, we prefer you have the following skills and experiences:

• Previous working experience working with ITIL processes and more specifically Incident and Problem Management. Knowledge about other ITIL processes is considered and advantage

• Relevant ITIL certifications as a minimum ITIL 4 foundation is a requirement

• Fluent written and spoken English skills

• Have and open mindset and thrive in and organization where things change

The GN culture

GN’s values listen, challenge, and transform form our culture. We greet every day with energy, engagement, and enthusiasm, bringing our best selves and approaching problem-solving and challenges with a ‘glass half full’ attitude. We’re independent, but we also know when two heads are better than one. Our leaders are supportive, our teams are tight-knit, and we believe in the power of collaboration across every level of our organization.

Our workplace offers plenty of different benefits and flexibility to keep us happy and healthy and allow us to focus on what matters to us in and outside of work.

We hope you are curious to explore and engage in the recruitment process with us.

We hope you will join us on this journey!

#LI-GNGroup

GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts.

GN was founded more than 150 years ago with a vision to connect the world. Today, inspired by our strong heritage, GN touches more lives than ever with the broadest portfolio of products and services in our history – fostering a sense of community, openness, and understanding.

By listening to customers and combining our unique expertise in the human ear, audio, video, and speech, wireless technologies, software, and miniaturization, we transform what it takes to bring people closer to what is important to them.

The GN-owned brands that are responsible for bringing these technologies to life:

• Medical grade hearing technology: ReSound (https://www.resound.com/en) , Beltone (https://www.beltone.com/en) , Interton (https://www.interton.com/en) , Jabra (https://www.jabra.com/hearing)

• Professional collaboration: Jabra (https://www.jabra.com/) , BlueParrott (https://www.emea.blueparrott.com/) , FalCom (https://falcom.gn.com/)

• Gaming, calls and media: SteelSeries (https://steelseries.com/) , Jabra (https://www.jabra.com/)

Founded in 1869, the GN Group employs 7,000 people and is listed on Nasdaq Copenhagen (GN.CO). GN’s solutions are sold in around 100 countries across the world.

If you would like to learn more about us, visit our homepage gn.com or click on our different brands. You can also connect with us on LinkedIn (https://www.linkedin.com/company/gn-store-nord/) , Facebook (https://www.facebook.com/gnstorenord/) and Twitter (https://twitter.com/gnstorenord) .