ServiceNow Business Solution Manager

ServiceNow Business Solution Manager

We are looking for a ServiceNow Business Solution Manager to join the Process Solution Experience Team within Telia Sverige’s Customer Service Delivery. I am Sverker Samuelsson and I am very happy to be the leader of the Process Solution Experience Team. We are a team of experienced and highly motivated professionals with an exciting mission to ensure that our agents have the best prerequisites to deliver a remarkable customer experience.

Is this your next opportunity?

I am looking for a positive, solution-oriented person with strong business focus to set up, develop and maintain World Class Case Management for Telia Customer Service Delivery, based on ServiceNow technology. This means you will proactively identify, plan and implement improvements as well as ensure quality of our Case Management solutions. You will be the overall expert on future development of our B2C and B2B Case Management. You will act as a subject matter expert within the organization and cooperate with Telia IT department to make sure that the IT development delivered meets the demands from the organization and supports our agents.

The role includes but is not limited to:

  • Set vision, direction, and framework for Case Management as well as related objectives

  • Develop the Case Management agenda, simplify and consolidate the Case Management tools needed

  • For all Continuous Service Improvement concerning Case management, act as subject matter expert

  • Take part in constantly evaluating and improving general processes and ways of working within Case management

Is this you?

You are motivated by continuous improvement and are keen to take initiatives.

This role requires advanced communication skills, an eye for spotting areas for improvement and can act quickly on them. You thrive in a busy, changing environment and take a consultative approach to own self-led initiatives. Solving problems, using logic and driving results is what you do best. We expect you to have great knowledge of ServiceNow CSM software and that you are up to date with the latest trends within the area.

Most importantly, you have the knowledge and skills to deliver a great customer experience!

Your personal competencies:

  • You see the big picture and take broader considerations into account when creating and executing on roadmaps and plans

  • You work constructively in a time-sensitive setting and when facing failure

  • You are great at cooperating and obtaining cooperation from others without regard to reporting relationships

  • You are a good listener; you seek first to understand and then to be understood

Your experience:

  • Fluent Swedish and English skills - written and spoken

  • Bachelor’s degree or equivalent working experience within IT

  • Experience of working with ServiceNOW

  • Experience of working closely to Customer Operations

  • Experience of Scaled Agile Framework (preferred)


If you fancy joining our team, don’t hesitate to apply! If you want to know more about the job, you are welcome to contact me at

We look forward to receiving your application and to make sure that your personal data is kept safely, we kindly ask you to apply through our recruitment system. We are not able to handle resumes via e-mail or equivalent. Selection will take place on an ongoing basis and this position might be filled before the application deadline. Application deadline is 2023-03-24.

Telia is part of Sweden's critical infrastructure and parts of our operations are covered by legislation regarding protective security. Before employment can take place, an approved security screening is required, which, where applicable, may entail requirements for certain citizenship.

Welcome to Telia - let’s make better happen!

Mer info
Område Göteborgs stad
Yrkesroll Organisation & ledning, Chefsbefattningar
Typ av anställning Heltid
Sista ansökningsdag 23 mars 2023 (3 dagar kvar)

Om arbetsgivaren

Everything we do is reflected in our purpose: To reinvent better connected living. That’s how we make a difference for our customers in the big and in the small. That’s how we contribute to the lives and livelihoods where we are present. Our skilled people and partners, innovative technologies and powerful networks are there to make daily life smoother and richer for our customers and help societies and business become more efficient and sustainable. Welcome to Telia, the home of your next big opportunity and a place where everyone can be themselves with equal access to opportunities.