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Johanna Ketola


Service-oriented professional with 10+ years background in a large multinational company. Core competencies include  IT system support, customer service and user training as well as excellent communication and presentation skills. Handles tasks with accuracy and efficiency.

Motivated and fast learner. No fear for hands-on work and working with different IT systems. Able to understand complex environments. Enjoys positions where it is possible to share information, analyze data, solve problems and train others.

Colleagues would describe her as the calm one, the one who is running to put out the fire. Able to keep cool in hectic situations. As a solution-oriented person, provides great benefit with expertise in problem solving and process optimization.

Work History

Feb 2016present

Application Specialist

Fortum Oyj

  • Ownership of accounts receivables and advanced collection systems used by Fortum
  • Requirement gathering, test case creation and test management in ongoing financial system upgrade project

  • Responsibility of system administrator functionalities of ERP system in use (Oracle E-Business Suite Financials)

Nov 2011Feb 2016

Specialist, SIM Operations -> Business Operations Manager

Nokia -> Microsoft
  • Product Ownership for CRM system used for delivering critical data to B2B customers
  • Ensured that competition law requirements were fulfilled

  • Defined the process and UI requirements for a system used for phone software variant and SIM Lock creation.  Prepared Go-live

  • Provided support, trainings and user instructions for customers

  • Handled customer incidents and solved problems

  • Participated in agile IT system development, testing & maintenance

  • Created user instructions and manuals

  • Gathered and analyzed customer requirements and interpreted them to the system developers

  • Tested SIM Lock functionality  with mobile handsets

Mar 2011Oct 2011

Lead Developer

  • Developed and maintained a system used in cost of sales calculation

  • Created training materials for support personnel

  • Created internal control process for the system
Feb 2006Feb 2011

Business Analyst

  • Concept owner for an IT system used for Product / Project / Service cost calculation

  • Created training material and trained both key users and end users

  • Gathered customer requirements and interpreted them for technical personnel's development items

  • Simplified internal charging concept 

  • Reported IT Line Organization periodic costs (SAP R/3)

  • Gathered and reported KPI metrics 

Sep 2004Jan 2006

Application Specialist

  • Supported customers in using Oracle Essbase based finance systems
  • Kept the system documentation up to date

  • Managed incidents and solved problems by using a ticketing system


Program Management Analyst

  • Supported line managers in using cost planning tools
  • Reported periodic costs



BSc, Economics

University of Jyväskylä

Major: Economics

Minors: Statistics, Accounting