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Knowledge Manager / Service Desk Technician - Scandic Hotels Group, Stockholm (Office)

  • Application Deadline: May 26, 2024
  • Stockholm
  • On-site
  • Application Deadline: May 26, 2024
  • Stockholm
  • On-site

Scandic is the largest hotel operator in the Nordic region, with a network of around 280 hotels in six countries, comprising approximately 58 000 hotel rooms in operation and under development. Every day, over 19 000 employees work with a single goal in mind: to create great hotel experiences that make our guests want to return. We are in the midst of an exciting business transformation with a focus on new, digital opportunities to alter the way we work today and in the future. Our continuous commitment to sustainability is a part of our business model and embraces diversity and inclusion. At Scandic Group we are a multi-talented team collaborating to find solutions for our hotels, guests, and business to grow and to make a difference. Bring your culture, build ours.

The Role:
As part of our business transformation, we are strengthening our Service Desk department in Stockholm, helping Scandic’s employees (and sometimes guests) with IT, network, and system-related issues. We are looking for a motivated and detail-oriented individual to join our team as a Knowledge Manager. The role will involve a split between case handling and process work, with a focus on knowledge management and documentation.

As our Knowledge Manager, you will have the overall responsibility for developing the knowledge management process and ensuring its compliance. You will create and execute training sessions, streamlining the knowledge management process, raising the maturity level and ensuring documentation lifecycle.

In this role, you’ll play a crucial part in ensuring exceptional service to Scandic team members. You will collaborate with system owners and our integration team to increase efficiency and user experience. If you have a passion for structure and documentation as well as solving technical challenges and delivering outstanding support –this position is for you!

Main Activities:

  • Ensure a high level of customer service and support is provided to our colleagues and guests
  • Create and maintain a structured knowledge base containing relevant information to resolve common problems and improve incident management
  • Ensure an effective lifecycle for keeping articles relevant and up to date
  • Train team members and users on utilizing the knowledge base, promote best practices for sharing and using information within the organization
  • Work with incident management process to ensure the knowledge base is effectively used to minimize service disruptions
  • Develop and monitor KPI’s for performance related to knowledge base usage, and create regular reports to measure effectiveness
  • Analyze knowledge base usage and identify areas of improvement, implement actions to enhance the quality and relevance of available information
  • Coordinate with change management process to ensure all changes in the IT infrastructure are accurately reflected in the knowledge base

Work with great people

Helena Blomberg
Call Centre Manager
"I get great opportunities for development and do it together with lovely colleagues."
Oscar Brehmer
Communication Manager
"At Scandic I can truly be myself. Scandic has a caring culture with competent people who will happily learn from each other."

Skills & Requirements

Experiences you bring and share with us:

  • Experience working in a technical support function/Service Desk
  • Proficiency in ServiceNow case handling system
  • Strong understanding of knowledge management and complex IT-processes
  • Education in IT Service Management and ITIL certification is highly advantageous
  • Previous experience creating user guides
  • Full working proficiency in Swedish and English


  • Excellent communication skills and ability to collaborate with different teams and stakeholders
  • Problem-solving attitude and a passion for structure and documentation
  • High level of learnability and adaptability to agile ways of working
  • Demonstrates a "can do" approach, showing initiative and a proactive attitude towards challenges and tasks

Other: This is a full-time employment. You will be part of Group IT, a European function even though we have most of our presence in the Nordics. We have a warm and friendly approach and love welcoming new members to our team.

All applications will be processed continuously, so please apply as soon as possible. Great emphasis will be placed on personal qualities.

Great Place to Work

  • Professional and personal development

  • Partner discounts

  • Family & Friends discounts

  • Discounts when eating, drinking & staying with us

  • Flexible office working hours

  • Competitive pension scheme

About the company

We know that we reach further when we assent to our differences. At Scandic we want you to be yourself and develop in the direction you want to go, with the foundation of safe conditions and fair agreements. Bring your experiences, engagement and your way of thinking – contribute to a culture where we genuinely care about each other, our guests and our planet. Welcome to Scandic.

Do you share our values?


Visste du att...TOM

TOM...uppmuntrar alla att göra skillnad för miljön och att det var en av våra kollegor inom housekeeping som kom på idén om ”häng-upp-handduken”.

TOM...i Sverige blivit rankad som besöksnäringens mest attraktiva arbetsgivare flera år i rad, i Visitas årliga undersökning.

TOM... bara serverar kaffe som serveras är ekologiskt och Fairtrade eller UTZ-certifierat.

TOM...tack vare vårt stora miljöengagemang, blivit rankad som branschens mest hållbara arbetsgivare elva år i rad, av Sustainable Brand Index.

TOM...under 2014 inledde ett samarbete med organisationen Real Stars, centrerat kring ”Fair Sex”, dvs. arbete mot människo- och sexhandel.

Did you know that...TOM

TOM... Scandic was the first hotel chain to ask our guests to re-use their towels. Today, the hang-up-your-towel concept is standard at hotels around the world.

TOM... More than 4 out of 5 of our hotels are eco-labelled and the proportion is growing all the time.

TOM... we only serve coffee that is ecologic, and FairTrade or UTZ-certified.

TOM...thanks to our engagement in sustainability matters we have been named the most sustainable brand in the hotel industry, eleven years in a row, by Sustainable Brand Index.

Michaela Liljedahl | Contact Person

I'm interested
Scandic Hotels Group

Stockholm | On-site
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