IT Business Analyst

IT Business Analyst

Do you share an interest in Telecom and share our interest for technology? Are you enthusiastic about analysis and requirement gathering? If your answer is yes, then you could be our next Business Analyst.

Is this your next opportunity?
I'm Malin Holmlund, manager for the Customer Care Services team in Attended Channels unit. We have a global set up in my team with 23 employees and around 70 consultants working mainly in the Nordics and Baltics. We are a great bunch of people and I am super proud of every single member of my team.

My team has the responsibility to develop, maintain and operate system applications connected to Customer service. Our applications are used daily by support agents working in customer support, sales in stores and field marketing area. Our main responsibility is to secure that we provide committed, stable, and user-friendly tools for our users. In that way the support agents can focus on providing our customers a quality customer experience.

TOCA(Telia Order and Care), will be the thin attended portal with a solid focus on building best-in-class user experience for all Telia customer support agents' cross countries, both in the B2B and B2C segment. This will be making the day-to-day work of thousands of Telia call centers and Telia Store employees around the Nordics and Baltics a better place to work. We are heavily ramping up the team capacity and more colleagues will be part of the team moving forward.

We are on a journey of changing both our way of working, our delivery model and our IT system landscape - moving towards Future IT. This puts us in focus and gives us both responsibility and opportunities.

As an IT Business Analyst in the TOCA team you will be a great contributor to build the future application for Telia Customer Service Representatives and support agents. TOCA is our north star, target system and now we have kicked of our digitalization journey starting to build the core of TOCA based on common platform, common solutions, and common standard API's across Nordics and Baltics. We have a long journey ahead of us and we just started the work. Now you have the possibility to be part of building our future application, already from the start! To do all of this, we need the right experts, structure, and way of working.

Your role includes but not limited to:
  • Working closely with the Stakeholders, Product Managers, other Business Analysts as well as the DevOps team
  • Evaluating business requirements
  • Defining the requirements into user stories by combining business needs and technological solutions
Is this you?
You are excited for customers, technology and leadership. To fit the bill, you have worked in IT or in the Business with analysis and gathering of demand and requirement on process and IT. You have a good understanding of customers, business and IT development and operation - from planning and design to deployment. Together with business stakeholders, investigating complex "business and process operations" and break down in manageable demands and requirements is something that excites you.

Your personal competencies:
  • Efficient customer and value focus
  • Very good communication skills
  • English speaking
  • You take responsibility, to speak up
  • Multitasking ability
Your Experience:
  • Experience from gathering, evaluating and developing requirements
  • You have worked with or very close to customers and business e.g. sales, service/support or online business
  • You have worked with customer and user experience, e.g. related to customer support
  • Business analysis, program co-planning, agile requirements methodologies, processes and tools
  • IT development, maintenance and operation, on project level
In short - we are looking for a trusted driver with the skills and love for channels excellence to assist build the pre requisites to make the Telia customer support and experience one of the best out there.

It's more than just a job!
Regardless of the position you are looking for, we will give you the tools and support you need to grow both as a professional and as a person, with us. We can offer you your next big opportunity in a creative, motivating, and welcoming company where everyone can be themselves, with equal access to opportunities. We respect and value the diversity of people. In addition to an attractive and inclusive work environment, we also enable flexibility and offer a wide variety of employee benefits.

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 or +46 73 685 86 44.

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 2022-07-12.

Welcome to Telia - Home to your next big opportunity!
Mer info
Område Solna
Yrkesroll Data & IT
Typ av anställning Heltid
Sista ansökningsdag 12 juli 2022 (10 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.