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Tech & Innovation

Senior Business Analyst, Enterprise Service Management, Service Management & Operations, Group Digital

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  • Helsingborg, Sweden
  • IT & Digital Solutions
  • Full time

Job Description

  • Job ID: 269686

  • Date posted: 18/02/2025

    • Together as a Team
    Hej!

    Step into a world where creativity meets functionality, where innovation is a way of life, and where every day is a chance to make a difference.

    At Ingka, we are on the lookout for a dynamic Senior Business Analyst to work with enterprise service management across IKEA, with strategic partners and towards Service Management & Operations’ consumers. Join our team of forward-thinkers, dive into exciting transformation, and play a crucial role in shaping the future of technology, process and business together.

    In a world driven by data, your role is pivotal. Dive deep into the numbers, unravel the mysteries they hold, and guide our decisions with precision. Together, let us transform raw information into strategic brilliance and make an impact that speaks louder than words.

    The Enterprise Service Management unit is assigned to enable great co-worker satisfaction and productivity across the IKEA value chain through transformation and business process integration. Also, to enhance co-worker experience through management of consumer journeys, effective change management, and seamless adoption of new processes and technologies.

    The unit is also responsible for driving the transformation journey across Service Management & Operations and for ensuring great organisational performance through optimized vendor operations and performance, and continual improvement of Service Management & Operations’ services’ effectiveness and efficiency.
    Who you are
    As a Senior Business Analyst in the Enterprise Service Management team you most likely have worked as a management consultant focused on operating models, strategy and transformation in complex multi company setups.

    You thrive in a fast-paced environment and are driven by the desire to revolutionize ways of working. You foster deep collaboration and partnership with strategic partners and stakeholders across Service Management & Operations.

    To be successful in this role, we are looking for a seasoned person who encompasses:
    • Profound knowledge of how to facilitate workshops that deliver on strategic objectives as well as deep dives into essential topics.
    • Strong knowledge of the financial models, cost drivers and effective leveraging of service delivery as well as the consumer consequences of decisions.
    • Excellent knowledge in process performance management and analytics.
    • Good technology and architectural understanding of ITL practices and DevOps as well as emerging technologies.
    • Strong influencing skills, with the ability to communicate frameworks and practices clearly and concisely in business language, and to build trustful relationships and hold stakeholders accountable on any level (junior team members or senior management) both internally and externally.
    • Broad business knowledge and understanding of how co-workers cross multiple functions utilise processes and technology to accelerate value creation.
    • Deep understanding of Service Level Agreements (SLAs), Experience Level Agreements (XLAs), and other agreements, as well as connecting co-worker experience to business performance, and of how to lead, develop, define, plan, and execute a roadmap to meet business requirements together with relevant stakeholders.
    • Deep understanding of ITIL4, SAFe, Site Reliability Engineering and software development best practices and how to utilise data contributing in defining and executing a roadmap for assigned practices to meet business requirements together with relevant stakeholders.
    • Deep knowledge in all aspects of digital adoption cycle, Digital Employee Experience, Digital Employee Dexterity and product and service adoption.
    • Proven analytical skills and experience in making decisions based on both hard and soft data. Decisive, able to think tactically with the big picture on hand and attention to detail where needed, but also quickly shift to operational thinking when needed.
    • Excellent written and verbal communication skills, with the ability to engage and communicate with senior business leaders.

    As our Senior Business Analyst, you have the following key previous experiences and skills:
    • 8+ years of progressive and diverse working experience as a management consultant focused on strategy and planning.
    • 5+ years of progressive and diverse working experience in analytics.
    • 5+ years of experience working with integrated service deliveries to or from 3rd party IT partners/service providers.
    • 5+ years of experience in technology transformational changes (e.g. automation of workflows connected to frameworks and practices), requirement management and what it means to an IT team as well as leading different initiatives.
    • 3+ years of demonstratable experience of working with 3rd party IT partners / service providers.
    • Extensive experience of forecasting tools and predictive modeling as well as database tools, dashboarding tools and strong advanced skills in Microsoft Office tools, e.g. Microsoft Excel and PowerBI.
    • Proven analytical skills combined with an ability to communicate figures in an understandable and inspiring way.
    • Good knowledge of driving organisational metrics through OKRs or similar performance metrics.
    • Good knowledge of IT governance frameworks, methods, and tools required to deliver excellent IT service management and IT operations capabilities aligned to business and digital needs.
    • Demonstrable experience with related frameworks such as ITIL4, SAFe, Site Reliability Engineering, etc.
    • Experience of working with iterative, agile product development teams and possessing a good knowledge of agile/scrum and Software Engineering working setup, including key events and artefacts.
    • Experience with ServiceNow and systems related to Continuous Integration/ Continuous Delivery (CI/CD).
    • High proficiency in spoken and written English.

    This is our wish list! If you don’t recognize yourself in all these points, you might still be an excellent candidate for the role. We like to think long-term and invest in people’s development together with us.
    Our team within IKEA
    As Senior Business Analyst, you will lead initiatives that drive efficiency and quality of co-worker experience and adoption of Service Management & Operations’ products and services by continuously developing and adapting our analysis, and reporting models and tools to best practices and current objectives.

    You will also ensure consistent and quality-assured products and services by maintaining and managing co-worker experience definitions, master data and attributes of digital objects and metrics to increase the quality and experience of products and services with all relevant stakeholders across Ingka and Inter IKEA, supporting the business transformation.

    You will work closely with the strategic partner as well as across units beyond Service Management & Operations to drive excellent co-worker experience and adoption of Service Management & Operations products and services. You will play an important role in this transformation as we are on a journey to ensure consistent, high-quality delivery of digital products and services across the IKEA value chain that align with business needs and adhere to agreed-upon practices and standards.

    You will also:
    • Lead the collection of requirements and stakeholder/consumer feedback connected to the Enterprise Service Management to give input to the roadmap and the operating model.
    • Provide high-quality input and secure a relevant strategy and roadmap for the transformation journey across units based on user needs, the latest technologies and best practices in the market together with strategic partners and relevant stakeholders in Service Management & Operations.
    • Create, maintain and promote the roadmap and offering to increase the knowledge of the transformation journey.
    • Responsible for measuring and publishing reports on Digital Employee Experience scores, including KPIs for Service Management & Operations’ products and services experience performance, adoption, and co-worker entitlement to show experience and enablement impact.
    • Translate business requirements into operating models and dashboards to visualize co-worker experience and adoption of Service Management & Operations’ products and services.
    • Design products and services together with stakeholders, Inter IKEA and across functions to help produce all required design specifications and ensure that Service Management & Operations teams and strategic partners work together and fulfil business needs.
    • Proactively promote and lead improvement initiatives that will drive improved quality and reduce cost.
    • Onboard, coach and mentor relevant stakeholders within Service Management & Operations and representatives from the strategic partner to secure transfer of competence and a high-performing team.
    Questions and support? Let's connect!
    This role will be based in Sockerbruket, Helsingborg, Sweden, and will report to the Service Manager of the Enterprise Service Management unit. It is expected that this role requires some travel between the different Digital Hubs.

    In this recruitment there is no relocation support provided by Ingka, hence we are looking for people already living in or within commuting distance of the mentioned location.

    If you have any questions about the recruitment process, please reach out to tech recruiters carl-johan.andersson@ingka.ikea.com or ashurina.aorahim@ingka.com

    We look forward to learning more about you!


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