Visma makes businesses more efficient, through offerings of software, commerce solutions, retail IT-solutions, and IT-related projects and consulting. We simplify and digitalize core business processes within the private and public sector. 800 thousand customers in Northern Europe utilize our products and services. We are 8. 5 thousand employees and our net revenue amounted to NOK 9 146 million in 2017.
IT service delivery in the digital age means rapid growth and major changes as emerging technologies introduce paradigm shifts. Cloud service delivery is the next major driver. Success in changing environments requires the ability to innovate, design and deliver while providing steady and secure IT deliveries.
In addition to providing IT services to our customer portfolio, Visma IT provides all Visma business units with the tools and infrastructure they need to deliver state-of-the-art solutions and services to their customers. By giving employees access to the right technology, we ensure quality at all stages of the customer journey. We also provide data storage in on-premise environments, in hosting environments and in the cloud, both public and private.
Our international teams base their work on an extensive knowledge of IT service delivery in both on-premise environments and the public and private cloud. Security is our number one priority, and to ensure that we comply with all laws and regulations, we are ISO certified in the areas of security, quality, project management and IT service delivery.
About the job
Visma IT & Communications is looking for a passionate Incident Manager.
You must have a drive to develop high quality processes that will run in an unusually complex technical environment. You will be a member of Visma IT & Communications Operation Center, where your skills and contributionsto manage our Incident Management Process will be very visible. You must love to help team members and to receive help from them. The team is international so you will use English both written and orally. If the descriptions above fit you, and you can check several of the following bullets, Visma IT & Communications can offer you a very interesting work
and competitive terms.
*Master's or Bachelor's degree in related fields, preferably IT area, with an overall minimum of 3 years of relevant experience
*In depth knowledge of processes, research and performance analysis capabilities
*Negotiation capabilities and problem solving mindset
*Understanding the IT Service industry as well as the relevant marketplace
*Effectively cope with change; comfortably adjust to alterations in work activities; able to decide and act with limited information; effectively handle risk and uncertainty in ambiguous situations
*Fast learner - research capabilities for obtaining required information.
*The Incident Manager will display a communication style based on information and escalation.
*High degree of analytical skills to be able to assess the impact of incidents on different business systems and people.
*High degree of analytical skill needed to be able to help in the process or restoring service as quickly as possible.
*Semi-Technical ability in being able to read data from the Configuration Management process that will help with the identification of affected items involved in an incident.
*An ability to run a meeting according to strict guidelines (not to get side-tracked on items that one person may be interested in).
*The Incident Manager must be able to communicate with people at all levels of the organization.
*The process manager must be able to demonstrate ways to “do things differently” that will improve the process.
*Must be able to think logically about potential incidents that could affect the organization and design appropriate assessment and diagnosis activities.
*ITIL certification is an advantage.
*Demonstrated resilience, diplomacy, influence, relationship building, and problem solving skills in a variety of situations
*Highly effective written and oral communication skills, excellent interpersonal skills and experience dealing effectively with a wide range of people
*Digital skills (. Google for Work apps).
*Fluency in Business English is required
*Customer oriented behaviour
*Would like to work primarily with Incident Management but is also interested and curious about other aspects of IT Service processes
*Develop and maintain the Incident Management process
*Develop and manage the Incident Management Confluence space as well as all the processes associated with this Program
*Actively contribute to further developing of the Incident Management process in cooperation with the Team manager/Director of Operations.
*Communication based on facts
*Assess the magnitude and consequences of incidents both for people and machines
*Coordinate process revisions to ensure that the process is straightforward and necessary improvements are made
*Prepare relevant and accurate reports which are understandable for both customers and managers
What Visma offers
We offer an exciting position in an international working environment where you will be part of a dynamic and highly skilled international team. You will have good opportunities for career development through internal training and diverse work assignments in a prominent international company. We offer competitive terms and conditions.