Emma Helenius

ServiceNow Specialist, IT Professional, Customer Service Expert and much more

Profile

Hard working ServiceNow developer with diverse experience in ITSM, Service Portal and Employee Center development, and project management experience in integration management. I aspire to excel as a versatile developer in an international work environment.

I have certifications in ServiceNow Administration and ITIL 4 Foundation, and I excels in optimizing IT workflows and enhancing service delivery. My professional journey spans roles in technical consultation, service process management, and training. I have a BBA in Business Information Technology and I have diverse international academic experience.

Based in Nokia, Finland

Work Experience

ServiceNow Application Specialist

Oy Apotti Ab | Jan 2025 –

Development and administration of the company’s ServiceNow platform.

ITSM Process Specialist

Oy Apotti Ab | Aug 2023 – Dec 2024

Operational Process Manager of Service Request Management: Maintenance and development of support and service management processes.
ServiceNow development: Development and administration of the company’s ServiceNow platform.

ServiceNow Consultant

Fujitsu Finland Oy | May 2022 – Jul 2023

ServiceNow technical consultation, development and administration.

Service Desk Agent

Fujitsu Finland Oy | MAY 2019 – APR 2022

Technical support for customers in the healthcare industry.
Service Desk Customer Coordinator Dec 2021 – Apr 2022: Communication between the customer and Service Desk, creation and maintenance of Service Desk’s instructions, and assisting others with work tasks.
Service Desk Trainer Apr 2021 – Apr 2022: The training of new Service Desk Agents for the job, as well as maintaining the training of experienced agents.

Service Specialist

LEAD Henkilöstöratkaisut Oy | Aug 2018 – May 2019

Customer service of private customers of telecommunications-services of Elisa Oyj.

Grocery Clerk, K-Market Visamäki

Tmi Hämeen Helmet | Nov 2017 – Aug 2018

Clerk at a grocery store – stocking shelves, customer service, cashiering, inventory management and store maintenance.

Service Guide

Kela | Feb 2017 – Apr 2017

Guidance of the customers of the Social Insurance Institution of Finland, and helping the customers fill out forms on paper, on mobile and on computers.

Sales Clerk

Clas Ohlson | Oct 2016 – Dec 2016