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.
Basware’s Professional Services Team is responsible for implementation of the customer requirements using Basware software solutions and services. With a target to serve customers beyond expectations, team is constantly working and innovating to deliver S2P solutions. Team is working and continuously improving the customer experience by providing optimized solutions to meet the customer requirements.
We are now looking for a Change Request Manager to join our team.
Key role responsibilities (“Your Contribution”)
Professional Services Team is looking for a self-driven Change Request Manager to roll-up their sleeves and be the driving force in expanding and introducing Basware services, guiding and being the trusted advisor to our customers.
In this role, you will be responsible for Change Request Management. You will be part of the Professional Services organization and the global Change Request Manager community. As a Change Request Manager, you will work in partnership with our customers and support them during the lifecycle of the CR to complete the request at the right time. You will be the contact point for the customers regarding change requests and you need to validate, evaluate, and scope the best solution for our customers together with Solution Architects, Consultants and Customer Service Managers. As Change Request Manager your responsibilities will include:
Managing the change portfolio resulting in successfully delivery of the change request.
Review and monitor requests for change (RFCs)
Categorize change requests and Prioritize changes according to business objectives
Seek approval of RFC and agree schedule with the customer for the building, testing, and implementation of changes
Mediate conflicts related to the change where necessary
Maintain all change documentation (policies, procedures, templates, etc.)
Validate the eligibility of each CR, its implementation steps, applicable risk mitigation, back-out plans, and planned schedule
Review unsuccessful CRs for future improvements
Strive to provide our customers with high quality services in cooperation with our global Customer Services teams.
Contribute towards the process maturity within Basware.
Candidate qualifications (“Mutual interest”)
In order to thrive and succeed in this role, we expect you to have following skills:
4+ years of experience in a customer facing, service-oriented role within an ICT environment
Strong customer facing experience with a business mindset and customer satisfaction in focus
Structured and analytic way of working and ability to handle several CRs at the same time
Strong communications and negotiation skills
Strong problem-solving skills
Good understanding about ITIL Change Management Process
A technical knowledge about Software as a Service (SaaS), integration techniques from flat file to Web services, and software architecture
Self-motivated team player with proactive mindset
Ability to make decisions and work independently
Ability to multitask and communicate effectively to technical and functional audiences
Fluent written and spoken communication skills in English (both required)
It will be valuable if you also possess:
Experience with ServiceNow and Planview
Understanding of P2P and/or financial business processes and Basware product knowledge
Other European language skills is considered as a plus.
Minimum of Bachelors’ degree in Computer Science or related concentration in computer programming / technology. Certifications in the applicable domain areas are preferred.
Continuous learning and development
Great colleagues and teamwork
Flexibility and autonomy
Innovation and cutting edge technologies
Making the world greener
Global & diverse culture with a Nordic twist
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