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Get expert CV review & interview coachingPosted on: February 19, 2026
As the central point of ownership, you will guarantee service stability and act as the crucial link between our business stakeholders, IT support teams, and software vendors. The ideal candidate is an adaptable self-starter who can maintain operational continuity while effectively translating business needs into actionable technical requirements.
Key Responsibilities
Service Stability: Oversee the day-to-day health, performance, and availability of your assigned application portfolio, ensuring they meet defined SLAs.
Incident & Problem Management: Lead the resolution of major incidents and conduct root cause analysis for recurring problems to ensure long-term stability.
Vendor Management: Act as the primary contact for third-party software vendors, managing service delivery, support escalations, and performance reviews.
Release & Change Coordination: Plan and manage the deployment of application patches, upgrades, and scheduled maintenance, minimizing disruption to business operations.
Governance & Security: Ensure applications comply with Falck’s security, data privacy, and architectural standards. Manage user access control and conduct periodic reviews.
Comprehensive Documentation: Create, update, and maintain documentation for business processes, application management procedures, and the overall documentation of the application portfolio.
Requirement Analysis: Work directly with business users to analyze enhancement requests, clarify objectives, and document clear business requirements.
Process Mapping: Analyze and map business processes to understand the impact of proposed changes and identify opportunities for optimization.
Solution Validation: Translate business needs into functional specifications for the development team and assist in User Acceptance Testing (UAT) to ensure solutions meet the requirements.
Documentation: Create and maintain key documentation, including process flows, functional specifications, and user guides.
Required Skills & Qualifications
Experience: 3+ years of combined experience in Application Management, IT Service Management, and/or IT Business Analysis.
Hybrid Skillset: Demonstrated ability to manage both the operational (run) and enhancement (grow) aspects of enterprise applications.
ITSM/ITIL: Strong knowledge of IT Service Management principles (Incident, Problem, Change Management). ITIL certification is a significant asset.
Business Analysis: Proficiency in requirement elicitation, process mapping, and writing user stories or functional specifications.
Vendor & Stakeholder Management: Proven experience managing software vendors and communicating effectively with business and technical stakeholders.
Technical Foundation: Understanding enterprise application architecture, databases, and integrations.
Independence: A proactive and autonomous work ethic, with the ability to quickly take ownership and manage competing priorities in a fixed-term role.
Preferred Skills & Qualifications
Platform Experience: Experience with platforms like ServiceNow, SAP, or other major ERP/CRM systems is highly desirable.
Agile Methods: Familiarity with Agile/Scrum environments for managing enhancement backlogs.
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