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Change Request Manager

  • Iași
  • Iași

The Customer Services organization includes the Professional Services and Customer Support functions, and is made up of more than 550 Basware experts globally.

Professional Services, made up of Project Managers, Solution Architects, Solution and Technical Consultants and Success Services professionals, deliver customer implementation projects and provide services that help Basware customers adopt, optimize and accelerate the benefits of their Basware solutions and services. Customer Support provides professional help to our customers to manage operational and service issues that arise from using our services.

Customer Services draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.

In this role, you will be responsible for change request management in our Network Business area. You will be part of the global Change Request Manager community, cooperating with delivery teams, support, R&D and product management in some cases.

As Change Request Manager you will be responsible for the validation, scoping, offer creation & invoicing of the change requests. All this guided by lifecycle phases in our ISO compliant change request process.

During the scoping phase the objective is to propose an effort estimation for the most suitable solution to implement the requested change. Scoping is done in cooperation with Consultants, R&D & Customer Service Managers.

You work in partnership with our customers to detect the priority level of the change request and process the change request ready for planning with the right consulting resources within Basware’s team. Aiming at completing the request within the agreed timeline & budget.

You understand that the world is not always defined in black & white and are able to maneuver occasional gray areas with grace & customer focus when encountered.

Correct reporting, keeping relevant tools & progress information up to date and visible to all parties are important aspects of this role.

In cooperation with our global teams for support and consulting services, you strive to provide high quality services while building a trusting relationship with our customers.

Work with great people

Hanna Ikonen
Team Leader, Customer Services
"I feel that I can make a difference, drive improvements & take controlled risks, and all this is supported by the company."
Sam Bradner
Senior Content Designer
"Best part of my job is flexibility and variability. I don´t really have a typical day, and I like that!"
Kevin Kamau
Product Manager
"Basware is a global company that values people as a crucial driver for success."
Trang Pham
Communications Specialist
"I know I can make an impact in hundreds of different ways. Basware is really unique to me – we have the best people and we are the leader in our industry."
Mika Peurala
Solution Architect
"Absolutely the best colleagues and line managers in the world!"
Jaakko Jutila
Director, Customer Service
"At Basware you have the freedom to identify and start different development activities across the organization without getting approvals from above."

Skills & Requirements

Candidate qualifications

We would enjoy working with a professional, who possess:

  • 3+ years’ experience in a customer facing, service-oriented role within an ICT environment
  • A business mindset with customer satisfaction in focus
  • Balanced communication and negotiation skills
  • Structured and analytic way of working and ability to handle several cases at the same time
  • Self-motivated team player with proactive mindset
  • Ability to make decisions and work independently
  • Fluent written and spoken communication skills in English

In addition, experience in one or more of the following areas is considered an advantage:

  • A technical knowledge Software as a Service (SaaS), software and infrastructure security, integration techniques from flat file to Web services, and software architecture
  • Experience with ServiceNow and Planview and/or CRM
  • ITIL and/or MSP Foundation
  • Understanding of procurement and/or financial business processes and Basware product knowledge


Great Place to Work

  • We embrace a growth mindset.

  • We empower through accountability.

  • We dare to try.

  • We value every individual.

About the company

Basware is the global leader in providing networked purchase-to-pay solutions and innovative financing services. Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe. As the largest open business network in the world, Basware provides scale and reach for organizations of all sizes, enabling them to grow their business and unlock value across their operations by simplifying and streamlining financial processes. Small and large companies around the world achieve significant cost savings, more flexible payment terms, greater efficiencies and closer relationships with their suppliers.

Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the purchase-to-pay industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world class solutions and services to hundreds of companies worldwide. A critical part of our culture is the high amount of trust we put into our employees—we want you to make a difference. So, we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where our employees strive for excellence, put our customers first, lead the way, and inspire one another to build a winning team.

2020Recognized market leader with global operations, 20+ offices worldwide.

2019Gartner Magic Quadrant Leader for Procure-to-Pay Suites for fourth time

2014-2019Several industry recognitions and product launches

2012-2016Several acquisitions in the fields of e-invoicing, e-procurement and purchase-to-pay solutions

2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network

2006-2009Several acquisitions in the fields of invoice automation, data capture expertise and payment software

2005Launch of fully integrated Purchase-to-Pay solution suite

2000Basware listed on Helsinki Nasdaq, launch of purchase management software & e-invoicing service

1992Launch of first financial management software

1985Basware founded in Finland

Dan Gafiteanu | Contact Person

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