Agile Coach - Service Desk Operations

For a financial client in Copenhagen, we are looking for an Agile Coach for Service Desk Operations 

Scope: 
Define and implement an agile setup for the IT service desk at the clients Asset Management including new processes/working procedures, supporting tools and change management/ education 

• Key objective is to get an overview of the inflow and existing cases and to ensure agile/ongoing prioritization
• Focus should be on IT support cases related to NAM applications (current team 5-6 FTE) but dependency to Group service desk cases should be considered
• Focus should be on requests and incidents which is today a challenge. Changes/deployments is working ok
• A framework to classify incoming tasks is needed
• Assumption is to use Jira as tool (unless there are obvious alternatives)
• The personal dimension should not be underestimated – a new working culture is key

Competences: 

• Agile Coaching
• Finance - Asset Management
• Change Management
• IT Support cases (service desk cases)
• Incidents (challenges)
• Framework to classify incoming tasks
• Jira (or similar)

Start: ASAP
Duration: 2 months
Work location: Copenhagen, Denmark
Requirements: Min. 5 years of professional IT experience.
Job type: Freelance 

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