Customer Interaction Management Platform Owner- Tietoevry Industry (m/f/d)

Customer Interaction Management Platform Owner- Tietoevry Industry (m/f/d)
 

About the Role 
We invite you to join our dynamic Customer Interaction Management (CIM) team as a Platform Owner! In today’s service-oriented landscape, effective customer interaction is crucial. Our mission is to enhance customer experiences, boost employee satisfaction, and improve interaction efficiency through the implementation of innovative customer interaction tools and processes. As part of this journey, we will integrate modern solutions such as self-service, AI, and data analytics into CIM, gradually rolling them out across our organization.

We are seeking a proactive candidate who is eager to learn and grow. You should possess the ability to engage with multiple stakeholders, gather their requirements, and prioritize them based on objective business value. Strong analytical and fact-based decision-making skills, excellent communication and networking abilities, and a commitment to continuous improvement are essential.

About Our Team 
At Tietoevry Industry and Care, we are committed to creating inclusive and effective Customer Interaction Management (CIM) services and platforms, utilizing ServiceNow Customer Service Management (CSM). Our ambitious goal is to transition the entire Industry and Care organizations from existing ITSM systems to the CIM platform by the end of Q1/2026, while enhancing CIM support operations, governance, and overall efficiency.

As part of a small, centralized team, you will collaborate closely with various stakeholders to ensure the successful adoption and evolution of the CIM platform. In the line organization, you will report directly to the Head of Customer Interaction Management (Industry).

Key Responsibilities

As the CIM Platform Owner, you will be responsible for:

• Approving and prioritizing demand related to the CIM Platform.

• Ensuring alignment with business objectives and the CIM adoption roadmap.

• Ensure collaboration between Tietoevry Care and Industry, i.e. the two business units utilizing the same CIM platform.

• Partnering with suppliers to leverage architectural and technical capabilities for CIM development and operations.

• Leading the CIM key user community.

• Managing CIM communications.

• Supporting CIM rollouts and usage, utilizing your deep and broad knowledge of CIM (ServiceNow CSM).

• CIM DevOps budget management and follow-up.

Requirements

We are looking for candidates who have:

• Experience in ServiceNow CSM.

• 3+ years of experience in customer support and interaction processes.

• Proficiency in written and spoken English.

The following experience will be beneficial:

• Experience as a Product Manager/Owner, including managing product feature backlogs and roadmaps.

• Familiarity with agile methodologies, such as serving as a SCRUM Master or SAFE Product Owner.

• Experience with Azure DevOps or other agile task management tools.

About Tietoevry

Tietoevry creates targeted technology that transforms the world for the better. We are a leading technology company with a strong Nordic heritage and global capacity. Based on our core values of openness, trust, and diversity, we work together with our customers to develop digital futures where businesses, communities, and humanity thrive.

Our 24,000 experts globally specialize in cloud services, data, and software, assisting thousands of corporate and public customers in over 90 countries. Tietoevry has an annual revenue of around 3 billion euros, and the company's shares are listed on the NASDAQ exchanges in Helsinki, Stockholm, and Oslo. Get to know what we do.

Apply Now! 

If you are passionate about leading transformative initiatives in customer interaction management and making a meaningful impact, we encourage you to apply!

At Tietoevry, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion (tietoevry.com)