System Analyst & Service Desk Administrator

System Analyst & Service Desk Administrator
TietoEvry, Kalix

We are looking for a System Analyst and a Service Desk Administrator who will join our Customer Operations organization and our customer account team. The System Analyst roll which is on part-time (50%) is intended to be combined with the role of Service Desk Administrator on 50%.
You will independently and pro-actively drive service desk cases for existing clients in the Nordic market and have continuous customer dialogues regarding service delivery to reach high customer satisfaction. You will also continuously contribute to develop our services and processes to improve efficiency. Take the opportunity to join a high speed and knowledgeable team delivering value to clients within the Financial Services and banking sector.
The focus in the System Analyst role will be to:
Investigate, drive and communicate Service Desk requests tickets in ServiceNow and through our other communication channel
Incident/ticket valuation and prioritization (supported by Senior System analyst)
Participate- and advise in problem ticket solutions (supported by system senior analyst and/or developer)
Customer education and communication around system functionality
Participate in operational Service Desk meeting with customer, if requested
Close cooperation with Software developer and Technical Specialists



The focus in the Service Desk Administrator role will be to:
Operational documentation such as routine descriptions, templates and logging of current system version and deliveries
Delivery management, plan and coordinate system implementations
Reporting; compile and present local service desk performance based on agreed Service Level agreements, customer reporting and KPI reporting
Participate in software and product collaboration meetings
Invoicing

To succeed in this role, you should be fluent in English and Swedish, administrative skills, communication and light project management skills is a must. In addition, understanding Software applications as well as basic IT understanding is required. Knowledge in cLO and/or cLA and basics knowledge in SQL is a plus.
We also see that you have a minimum upper secondary school degree, experience from coordination and/or light project/activity management. You have experience from working with Software applications. Experience from system support and bug investigations are meriting.
As a person you have a lot of drive, you are able to coordinate and drive activities and are a good communicator. A good investigator which is independent, thorough, organized and structured. You enjoy working as part of a team. But can also be independent in your routine tasks. You have a passion for driving customer satisfaction, give service, enjoy customer dialogues as well as building relations with others.
Did we get you inspired? 
We look forward to your application! Please attach your CV or LinkedIn profile and we’ll reach out to you. Interviews will be held on a continuous basis, so we encourage you to apply today!
Employment with us can mean placement in a security class. A security check with register control according to the Security Protection Act (2018: 585) may therefore be carried out before a decision on employment.
TietoEVRY declines call from recruitment companies.
TietoEVRY is one of the leading companies in the Nordics building better digital services for our clients both in the private and public sectors. With us, you are part of the forefront of emerging businesses and technology making a difference with our customers. Cooperate and exchange ideas with professionals in an international and evolving working environment. Increase your knowledge in a variety of areas, you set the limit. Our culture is built on transparency and active sharing – a truly open environment.