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Johanna Ketola


Customer service oriented professional with long background in multinational companies. Competences include customer service, system support, reporting and training. Handles tasks with accuracy and efficiency.

Motivated and fast learner. No fear for hands-on/routine 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 experience

Feb 2016present

Application Specialist

Fortum Oyj
  • Customer requirement gathering, test case creation and test management for internal invoicing tool
  • IT ownership of accounts receivables and advanced collection modules (Oracle E-business Suite Financials)
  • Participating in various development projects in Financial Business Service Center

Nov 2011Feb 2016

Specialist, SIM Operations -> Business Operations Manager

Nokia -> Microsoft
  • Product Ownership for CRM system used for delivering critical data to B2B customers
  • 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

  • Owned and developed a concept for  IT system used for Product / Project / Service cost calculation

  • Defined reporting specifications
  • Created training material and trained key users and end users

  • Gathered customer requirements and interpreted them for technical developers

  • Simplified internal charging concept 

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

  • 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