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Incident Manager for Customer Operations Support


Incident Manager for Customer Operations Support
Denmark, Aarhus.

About the position

The position is based at our office in Aarhus, and is part of Systematic’s business area Digital Transformation, Customer Operations Support. You will join a well-established team of about 15 colleagues working in Aarhus, Copenhagen and Stockholm. Together with the other team members, you will be involved in supporting users of our product portfolio in Digital Transformation, where the focus is on ensuring that we live up to our Service Level Agreements (SLA).

Responsibility and tasks

As Incident Manager, your main responsibility will be working across our product line, and you can therefore expect to engage with many different people across the organisation as well as close collaboration with our customers across all levels and products. Your primary task will be identifying and prioritising the incidents from the customer and ensuring compliance with the SLAs according to the agreed framework. You will cooperate closely with the team’s application supporters who refer cases, and who ensure that we resolve the incoming incidents for their specific products.

Your everyday tasks will consist of:

  • Referring cases and offering first level support
  • Resolving cases that live up to our SLAs (second level support)
  • Frequent stakeholder management and customer contact
  • In-house coordination with project managers and your colleagues in customer operations
  • Providing customer support with regard to incidents and any consequences

Preferred competencies

  • You are solution-oriented and take a systematic approach to your work.
  • You are patient and attentive, and you are experienced at working directly with customers.
  • You are good at prioritising your tasks, and you thrive in a lively working environment with varied assignments.
  • You are ITIL-certified, or you are experienced at following the ITIL principles.
  • You have Swedish language skills.

Minimum qualifications

  • You hold a relevant qualification as an IT supporter or similar.
  • You have 2 years of experience from a similar role, and experience with coordination and stakeholder management.
  • You have worked with ITSM systems, Teams, SharePoint and JIRA.
  • You are fluent in Danish and English, both orally and in writing.
  • We work with security classified projects and as a Systematic employee you need a security clearance. Read more about it here: https://systematic.com/en-gb/careers/security-clearance/

Practical information

  • We will be assessing job applications as we receive them, as we are keen to fill the position as soon as possible.
  • Due to the summer holidays, you can expect a response time of up to 5 weeks.
  • If you have any questions concerning the position, please do not hesitate to contact us on +45 8943 2000, and ask for Johnni Brobak Nielsen, Project Manager, Digital Transformation.
  • Read about our application requirements and what we prioritise in your CV here: https://systematic.com/en-gb/careers/how-to-apply/

Since we wrote our first line of code in 1985, privately owned Systematic A/S has grown to an international software house with more than 1000 colleagues with 27 different nationalities, spread across offices in 11 countries and with customers all over the world. Our goal is simple: To improve the world with exceptional software. We deliver software and system solutions for customers within the public sector, the health sector, the defence, the police, the financial sector and the service sector and there are more than 1.000.000 users’ worldwide. We work on a foundation of trust, where we have freedom and responsibility for making decisions in our everyday lives. We are dedicated to making a difference and dare to challenge technology, each other and ourselves. As a new employee at Systematic, helpful colleagues welcome you, and you can look forward to both a mentor arrangement and all the support you need. Together, we can develop and fulfil your potential and make Systematic even better.

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Vi leverer pålidelige og brugervenlige it-løsninger og -produkter, som gør det nemt for vores kunder at træffe kritiske beslutninger baseret på et kvalificeret grundlag.

Søren Frichs Vej 39
8000 Århus
Logo: Systematic
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