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Senior Operation Quality Specialist, Warsaw

 
It’s an exciting time for you to join us at Nordea. We are a changing company with big ambitions and together we will create the future of the FinTech industry. 
 
Working with us, you will play a part in building a better bank that fulfils a meaningful role in society. We aim to help our 11 million customers around the world improve their lives and reach their goals.  To do that, we are shaping the digital transformation of banking to improve the services we deliver. 
 
Interested in coming on the journey with us?   
 
You will be an important part of a highly skilled team with passion for high quality services and great performance where we value teamwork. 
 
As Senior Operation Quality Specialist within Dedicated services Incident (DSI) in IT Service & Support (ITSS) you´ll be a part of a Global support organisation that supports all internal colleagues at Nordea.
 

The offer

In the part of ITSS where the team are belonging, we focus on Incident solving and knowledge sharing to solve reported incidents as fast as possible.
 
We are 9 good and competent people placed globally in Denmark, Sweden, Norway, Finland and Poland.  
 
We act as 2nd level support for all Nordea’s employees, and we do this following the ITIL framework.  
 
We act reactive on already raised incidents and proactive regarding knowledge sharing with our Service Desks (1st level support) and to figure out how to limit the number of incidents in general.  
 
Collaboration is a vital part of the job, where you are expected to collaborate with the Service Desks, 3rd level support, stake holders and colleagues in general.  
 
In DSI we take ownership of our tasks, which means that we make sure, that our colleagues get a great experience and most important get the incidents solved and avoid them happen again.  
 
Due to our huge interface in Nordea, it is important that you have the courage to speak up, both related to concerns and successes.
 
ITSS are represented in the Nordic Region and in Poland - this role is based in our new locations in Warsaw. 

Who are you?

Collaboration. Ownership. Passion. Courage. The four key values that guide us in being at our best and that we expect all our colleagues to be committed to.

To build a successful career with us, you’ll work well with others and always act with the customer’s needs in mind. You love learning and trying new things, and you’re excited about bringing your ideas to the table. You’re honest and dependable, willing to speak up even when it’s difficult, and committed to empowering others.
 
You’re passionate about doing a great job.

As a person, you have: 
  • Experience talking with end-users (also not IT experts) 
  • Self-driven attitude  
  • Can-do attitude 
  • Easy adaption of changes  
Since we are a global organization and our corporate language is English is it important that you master English verbally and in writing.
 
It will be an advantage if you master Finnish language as well, to handle country specific installations.

Your background:
 
You are technically skilled within different IT areas and have preferable experience from a similar position. You have been working within the IT area and with IT support for at least 3 years.  
  
Broad knowledge of Nordea’s technical platforms like, Microsoft technology (operative systems), Active Directory and Office products is a must. Knowledge of the ITIL framework and our Remedy tool is also a must.  
 
Other areas of knowledge can be: 
  • Scripting knowledge (like PowerShell) 
  • Coding knowledge of different kind 
  • SCCM (system management tool) 
  • Printer/Server/Network knowledge 
You are respected and recognised for your knowledge in the above areas. 

If this sounds like you, we look forward to welcoming you to the team!
 

More information and send application

If you have questions about this position contact Camilla Hinløv at +45 3036 7133 or mail camilla.hinlov@nordea.com
 
We only accepts applicants that apply by attaching CV and Cover letter 

We believe that diversity improves team performance. Therefore, we strive to form teams with a mix of people of different genders and ages, and with different backgrounds and experiences.


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